Hi there, I have a bit of an issue regarding Starwin casino, who are a brand using MG and Betsoft software.
I have a withdrawal of £10,000 which is currently sitting in the pending cycle and i cannot get a response from anyone at the casino.
Below is a run through of events.
I opened an account there on sept 11th this year, but i did not make a deposit (i didnt like the look of the site tbh)
On the 21st november, I came back across Starwin Casino during a random search and started to make deposits.
I deposited around £2,400 in total using credit/debit card, deposit amounts ranging from £50 - £100 per deposit, over a 5 hour period.
I finally got some decent wins playing slots, no bonus was active, i dont believe i received one, and i cashed out £6,000 via skrill
Starwin only allows withdrawal amounts at £1000 a time. I had 6 x £1000 pending.
A few emails were sent back and forth between myself and support, the usual things, ID docs required, explaining how i could reverse my withdrawal, processing times etc
Support where prompt and professional throughout, emails replied to within a few hours. I was a little put out that they have a max withdrawal amount of £2000 per week (couldnt find this on the website t&c's though)
I reversed 2 of my deposits and won another few thousand, cashed out, putting me up to £10,000 in total.
I received an email on 23rd saying my account was verified and all ID docs were in order, and that my withdrawals will be paid soon.
My withdrawals were still in the pending cycle on the 25th november. I emailed support, they explained they were having delays with their processor but i should receive payment with 24 hours (the first £2000)
They even put a bonus in my account for the inconvenience
This was on the 26th november. Since then my withdrawals have gone from showing as "checking in" back to "pending"
I have emailed the casino everyday since asking for an update, i have had no reply
I have explained that i would be contacting their casino software providers, license provider and visa. I was not threatening in my messages and have remained calm throughout. But its to large amount that i deposited (£2k) to just "live and learn, move on etc".
Could anyone here provide some advice on how to proceed? I am an affiliate marketer myself (not affiliated with this brand or group) and have asked for advice in the aff forums, but this really is a player issue.
cheers
I have a withdrawal of £10,000 which is currently sitting in the pending cycle and i cannot get a response from anyone at the casino.
Below is a run through of events.
I opened an account there on sept 11th this year, but i did not make a deposit (i didnt like the look of the site tbh)
On the 21st november, I came back across Starwin Casino during a random search and started to make deposits.
I deposited around £2,400 in total using credit/debit card, deposit amounts ranging from £50 - £100 per deposit, over a 5 hour period.
I finally got some decent wins playing slots, no bonus was active, i dont believe i received one, and i cashed out £6,000 via skrill
Starwin only allows withdrawal amounts at £1000 a time. I had 6 x £1000 pending.
A few emails were sent back and forth between myself and support, the usual things, ID docs required, explaining how i could reverse my withdrawal, processing times etc
Support where prompt and professional throughout, emails replied to within a few hours. I was a little put out that they have a max withdrawal amount of £2000 per week (couldnt find this on the website t&c's though)
I reversed 2 of my deposits and won another few thousand, cashed out, putting me up to £10,000 in total.
I received an email on 23rd saying my account was verified and all ID docs were in order, and that my withdrawals will be paid soon.
My withdrawals were still in the pending cycle on the 25th november. I emailed support, they explained they were having delays with their processor but i should receive payment with 24 hours (the first £2000)
They even put a bonus in my account for the inconvenience
This was on the 26th november. Since then my withdrawals have gone from showing as "checking in" back to "pending"
I have emailed the casino everyday since asking for an update, i have had no reply
I have explained that i would be contacting their casino software providers, license provider and visa. I was not threatening in my messages and have remained calm throughout. But its to large amount that i deposited (£2k) to just "live and learn, move on etc".
Could anyone here provide some advice on how to proceed? I am an affiliate marketer myself (not affiliated with this brand or group) and have asked for advice in the aff forums, but this really is a player issue.
cheers