Hi hi hello,
I'm sorry if my reply wasn't fast enough.
As usual with these kind of cases, we cannot give any information directly about the case. I can therefore not give you any answers to why and what we are asking
@Iamfozzzz for.
I can say though that going through SoW can take time, and I'm sorry that it does. For whatever reason it has been requested, I can assure all of you that there is always a reason.
If you're not happy with our reason or the way we handle these cases you can always escalate it to other instances such as the UKGC for example.
As
@SpinUk was very eager for an answer to his question regarding withholding withdrawals, I've taken the time to get you some information.
When it comes to holding the withdrawals we have this mentioned in our terms and conditions for different reasons. And I will add some of these terms below.
Worth having in mind is that I am not saying any of these apply to OP, it's simply a show of some reasons we can withhold money.
Examples of terms in our terms and conditions that is mentioning withholding of funds:
9.4.
9.7.
12.1. C
13.
25.3 a-n
As I'm not allowed to post links you will have to go to Casumo and the terms and conditions should be available in the bottom of the side.
PS: I want to make a shout out to
@Slottery who has given very good general explanations and information regarding how it works in most cases.