Simbagames

[Durham307]

Never had an issue previously withdrawing from this casino tonight I went to withdraw my latest win of 3000 euros. But when the went through the withdrawal process it says your account is currently restricted from withdrawing.

All my documents are verified and this casino has not requested anything from me I have contacted both chat support and their email but have not had a response so far.

 

[maxd]

Hello,

Have you tried contact the casino rep here on the forums? They are @PrimeGaming and you'll want to send them a Private Message regarding your issue. If that doesn't get your problem resolved then you're free to file a PAB on this and we'll look into it for you.

Regards,
Max Drayman
Head of Dispute Arbitration & Player Complaints (PABs)

 

[Durham307]

Thank Max. Will give them a go withdrawn multiple times with no issue.

 

[Durham307]

Thank Max. Will give them a go withdrawn multiple times with no issue.

Sent them a private message thanks for the information not been online since yesterday but will let you know what happens Max

 

[PrimeGaming]

@maxd I did not get a notification about this so Steven sent us a private message and I am dealing with it as we speak.

 

[PrimeGaming]

Hi Again,

Just to update everyone, I have followed up with our payments team just now as there has been no update as yet, will notify once I have more info!

 

[PrimeGaming]

Hi Guys,

Update - Restrictions have now been removed and they should now be able to request a withdrawal!

Thanks again for your pateince.

 

[Durham307]

Hi

I am have been waiting on a withdrawal for 3400 now for 48 hours I contacted chat and they said we can see it’s outside timescale and email the same the rep has not been online for over a week.

How long before I should be concerned?

 

[jasonuk]

That timescale probably doesn't apply to larger withdrawals - it's likely the clock has just started because it'll be processed during office hours (risk management, customer due diligence and AML checks etc).

Depending on the exact circumstances - could be a few hours to a few working days.

I know people get antsy about larger withdrawals, but far too early to panic.

 

[maxd]

@Durham307 , I've merged your two threads entitled "Simbagames". As per the Forum Rules, please don't start multiple threads on the same subject, continuing with the existing thread is the proper procedure.

Thank you for your understanding and cooperation.

- Max

 

[PrimeGaming]

Hey,

Apologies for the late reply, I was on holidays.

Please note that all wins must be verified before the withdrawal is completed (via our game partners where relevant) and this can sometimes take a little longer, especially for larger amounts.

I see it has since been processed and sent to the card registered on your account, the funds should be with you soon.

Thanks

 

[Webzcas]

Good to see the forum here at Casinomeister is still able to help expedite withdrawals to players

 

[Durham307]

Hey guys when would you been concerned on timescales for a withdrawal I am currently at 48 hours for my latest withdrawal of 5000 euros.

I had to provide fresh address ID as hit a threshold but that was approved in a couple of hours?

I messaged the rep but he’s not been around since I requested my withdrawal?

 

[jasonuk]

As with your previous withdrawal in July (which was also a large amount over a weekend, and you were chasing at 9am on Monday), it's unlikely to be automatically approved because it is too large - which means it needs to be reviewed by the finance team.

If you withdrew on Friday, either it was after hours, or it's possible that finance didn't get to it late in the day. So right now you're on maybe 0-2 office hours (rather than 48 hours) and would expect it to be reviewed during office hours on Monday (or Tuesday if the UK, given bank holiday).

Personally I wouldn't even be asking questions until Wednesday or Thursday (two full business days, depending on the bank holiday). I know people are eager to get their winnings but let the procedures do what they need to do...