What to do if output is delayed

Delayed output is not always a sign of a problem. Most often, this is the result of a KYC/AML check, unclosed bonus conditions, bank/casino limits, or a technical queue. Below is a clear plan: what to check, how to write in support, when and how to escalate.

Step 1. Rapid self-diagnosis (3-5 minutes)

Go through the checklist before contacting the chat/mail:

1. Pending/Processing/Approved/Rejected.

2. KYC: are IDs, selfies/liveness, address (PoA ≤ 90 days), payment method confirmed.

3. Bonuses: are there any active bonuses/non-played wager, restrictions on the maximum withdrawal from the bonus.

4. Limits: whether the daily/weekly limits are exceeded at the casino and at the method (e-wallet/bank).

5. Output method = deposit method (if the operator has such a policy).

6. Geo and device: no VPN/proxy, no abrupt IP/country/browser changes.

7. Amount and frequency: is there a "saw" out of a dozen small applications; better one consolidated.

8. Crypt: the correct network (TRC20/ERC20/BTC/LN, etc.), enough network confirmations, the address has not changed.

9. Bank: are there any weekends/holidays/internal holds of the recipient's bank.

If you find a "plug," correct and update the application.

Step 2. We write in support correctly (and get the answer faster)

Short pattern:

💡 Hello! Withdrawal request No. 123456 dated 17. 10, method: [e-wallet/crypto/bank], amount: [X].
KYC passed, no bonuses or restrictions, limits are met, I do not use VPN.
Tell me if I need an additional document or action to speed up?

If there is a bonus/wager:

💡 Please specify the current progress on the wager and the conditions for the maximum withdrawal from the bonus.

If waiting> 24 h and status "Pending":

💡 Please escalate the request to the payment/risk department. Ready to provide SoF/SoW if required.

Tips: be polite, specific, attach a status screen, transaction ID, time of request creation.

Step 3. Eliminating common causes of delays

Reason	Symptoms	What to do
KYC incomplete	Requests for additional photos, selfies, PoA	Recharge clear scans (300 dpi), no glare; name/address in Latin as in the document
Unplayed bonus	Output button inactive/fail	Close the wager or request a rebate cancellation if rules allow
Change of payment method	Manual check, risk queue	Output to the deposit method; new method - after first successful payout
VPN/unstable IP	Long "Pending," additional questions	Disable VPN/proxy, log in from the same device and IP
Many applications in a row	Antifraud flag	Cancel small and submit one claim totaling
Abnormal amount	SoF/SoW request	Prepare statements/invoices/income statement for the specified period
Network/Bank	Weekends/holidays, interbank 1-3 days Plan conclusions on weekdays until 15:00 operator time
Crypto network error	No enrollment, "Awaiting confirmations"	Check the network and address, wait for the necessary confirmations; do not change address in the process

Step 4. Timeboxing anticipation and escalation

0-12 hours. Normal for auto-queue/primary check.

12-24 hours. Write in support according to the template, specify whether a document is needed.

48-72 hours. Ask for escalation to the compliance/risk department, ask for the specific reason for the hold.

💡 72 hours. Ask for the official status on the ticket, the internal case number and the guideline for the decision date.

Step 5. Collecting "evidence package" (in case of dispute)

Keep in one folder:

Screenshots of the status of applications, dates/time, amounts, method.
Correspondence with support (dates, names of operators).
Confirmed KYC documents (ID, PoA, method confirmation).
Transactional IDs (bank/crypto TXIDs).
Bonus/limit rules (condition screens with date).

This package will speed up the decision of the operator and will be useful for an external complaint.

Step 6. Escalation beyond support

1. Compliance request. Ask to transfer the case to the compliance/risk management department and inform the specific reason for the delay (KYC, bonus, limits, AML check).

2. ADR/Ombudsman (if provided by license). Check with the operator for alternative dispute resolution.

3. Regulator. If the casino is licensed (for example, MGA, UKGC, Curacao eGaming, etc.), collect the package from Step 5 and file a complaint through the official regulator form. In the complaint, specify: account number, application ID, dates, amount, excerpts from the rules, correspondence and your KYC status.

4. Payment provider/bank. In case of obvious violation of deadlines/refusals without reason, request an investigation of the operation (crypto - through the exchange/provider, fiat - through the bank).

5. Chargeback (a last resort for card deposits in fraud). Consider: An unsubstantiated chargeback will damage your reputation as a player and could result in accounts being blocked.

Step 7. How to tell the difference between normal delay and alarms

That's nothing:

They ask to reload the readable documents.
Request SoF/SoW with a sharp increase in amounts.
They talk about weekends/holidays/queues, give a guideline.

Red flags:

Refuse to explain the reason> 72 hours.
Change conditions "retroactively" or ignore the rules.
Require "non-standard" documents without communication with KYC/AML.
They press to cancel the withdrawal and "continue to play the bonus."

With red flags - immediately to the compliance/regulator with a package of evidence.

Out-of-the-box message mini-templates

Escalation to compliance:

💡 Please submit my case to Compliance/Risk. Application No. 123456 dated 17. 10, amount X.
KYC/PoA confirmed, no bonus restrictions. We need a specific reason for the delay and a guide to the timing.

To the Regulator:

💡 Output Delay # 123456 of 17. 10 in the amount of X. The operator did not provide a reason and time frame.
KYC passed, bonuses completed, limits not exceeded. Attached are screenshots, correspondence, TXID/statements.

In SoF/SoW request:

💡 I attach a statement/invoice for the period [date]. Confirm that this document set is sufficient.

Prevention for the future (so as not to get stuck)

KYC make before the first deposit.

One payment method for deposit and first withdrawal.

No VPN, stable IP/device.

One output with one sum instead of a series of small ones.

Watch bonus limits and limits in advance.

For crypts - the same network, "clean" addresses, do not change them before paying.

The algorithm is simple: quickly check the obvious reasons → briefly and substantively turn to support →, if necessary, escalate to compliance and the regulator, having a full package of evidence on hand. This approach closes 90% of delays without nerves and unnecessary correspondence.