Any suggestions please

[vickiedotd]

SlotRoyals, Anjouan license held by Onimim and carries the Fleur-de-Lis logo on lilac backgroung, is an offshore casino operating in the UK happily taking UK players deposits but do not payout on withdrawals of a hard cash deposit/no bonus used site validated win. Despite confirmation from various support agents that withdrawal is upto to 3 days I am now entering the 3rd week of chasing funds. Since successfully completed KYC was confirmed by them 12 days ago, 24th October, and the site publically broadcasted my win on their site there is no valid regulatory or terms-of-service compliance grounds to withhold payment nor have they offered any reason. I have over 50 emails from their support team confirming kyc verification, validity of the win, payment assurances and yet after 15 days they have still not paid a valid £1500 withdrawal request, they make no attempt to offer a payment date or advise why they have withheld funds for so long and the withdrawal has not moved from its pending status since 21st October. Now, since openly challenging their intentions of making payment and logging a third part dispute with they have stopped responding. I have fully documented proof of the hard cash deposit no casino bonus used, confirmed UK residency KYC verification, screenshots of the casinos public broadcast banner displaying the win on their site and over 50 generic automated support emails that offer nothing but continuous assurance that the matter has been escalated and prioritised yet over 2 weeks later still remains pending. Does anyone else have experience with this site.

[Afi4wins]

@vickiedotd Hi there and welcome to the forum.

Are they just delaying the payment, or did they say that your account is under thorough investigation, or any other reason?

[vickiedotd]

1 hour ago, Afi4wins said:

@vickiedotd Hi there and welcome to the forum.

Are they just delaying the payment, or did they say that your account is under thorough investigation, or any other reason?

They have delayed no real communication, now on 15th day, despite chasing I have only ever received generic what look like repetitive automated bot responses thanking me for my patience assuring me me it will be escalated and prioritised. They have now stopped responding 

[vickiedotd]

Just now, vickiedotd said:

They have delayed no real communication, now on 15th day, despite chasing I have only ever received generic what look like repetitive automated bot responses thanking me for my patience assuring me me it will be escalated and prioritised. They have now stopped responding 

Sorry forgot to say Hi and thank you for your reply

[Afi4wins]

53 minutes ago, vickiedotd said:

Sorry forgot to say Hi and thank you for your reply

@vickiedotd You're welcome.

Since there are no accusations thrown at you by the casino, it's probably simply taking a much longer time for them to respond, for one reason or another. There have been cases whereby things took 2 or more months before being resolved, so perhaps you should allow a little bit more time to see if they do respond later.

[vickiedotd]

24 minutes ago, Afi4wins said:

@vickiedotd You're welcome.

Since there are no accusations thrown at you by the casino, it's probably simply taking a much longer time for them to respond, for one reason or another. There have been cases whereby things took 2 or more months before being resolved, so perhaps you should allow a little bit more time to see if they do respond later.

Hi and thank you again for your reply, not sure if I am replying in correct way via quotes. I have repeatedly and courteously requested an update from them. If there were any reason or cause for delay I would suspect they would have relayed that back to me by now but I have not had any kind of update or explanation in response to their own emails  confirming a 3 day withdrawal turn around other than assuring me it will be escalated.  To be honest all of the emails I have received have been in reply to an email from me and a parrot version from their last one. My account was confirmed as kyc successfully completed, my win was used for marketing display on their site which confirms legitimacy.  Other than raise awareness to prevent someone else depositing large amounts and then finding it impossible to withdraw there is little more I can do