Malibu club - Missing payments

Ruling

Resolved - After significant payment delays, Malibu Club casino have paid this player in full. We consider this issue Resolved.

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Player's Complaint

I have 3 pending withdrawals that I have been told repeatedly have been paid yet I have not received the funds. First withdrawal request was from Feb 21 in amount of 1746. Second was from Feb 25 for 1600. In these instances I was communicating with the casino because as the withdrawals were pending I was not allowed to deposit yet was told by casino staff I could and they didn't understand why. So one day they just disappeared from my pending withdrawal status and I could deposit. I didn't not receive the usual email congratulating me on my winnings and indicating they would be paid. I have reached out to support regarding these by email multiple times and was finally told by [EDIT] he did not know what else to tell me as Finance said the items were paid and the matter was resolved perhaps it would take a bit longer due to banking holidays. Since that time support does not respond to any of my additional emails. At all. The support for for us players doesn't work so my only option is for live chat. They simply tell me Finance isn't in and they will forward my info to them but then I hear nothing back. Most recent time was today. I have spoken with [EDIT] and who knows who else those are the folks I remember because I've spoken multiple times. My most recent request was from March 3rd for over 2200 usd. I did receive an email on Friday 3/31 congratulating me on my winnings and indicating they were paid. To date I have not received these funds either. I have used the same bank as previous withdrawals and never had an issue before. As of today my bank continues to indicate there are no pending deposits. Spoke with [EDIT] at Malibu club again today via live chat. Spoke with him Friday as well. He states same thing Finance not available he will forward my request. I asked him if he did that last week as I still haven't heard. Can't understand why I don't get a response from support anymore as he suggested I contact support b explained to him I have done that over 30 times and no one responds. I do have some emails and screen shots of live chat but unsure of how to attach on here. Any assistance you may provide would be greatly appreciated.

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