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General:

Issues related to delayed or missing payment information are often the most common issues among players. Often, when raising a concern as to the whereabouts of your money directly with the bookmaker can prove to be complicated and unsuccessful. Processing single withdrawals can often take a long time due to the number of people involved across various different departments, ranging from technical right through to payments. In many instances, the delay in payment is as a result of another issue such as bonus requests, missing identity or verification documents, or in the case of African bookmakers, technical issues experienced by mobile networks and payment providers.

Identification of Problem:

If your withdrawal still has not been processed in the times as specified in the Terms and Conditions, there may be a problem.

Before submitting a complaint:

Make sure you have determined the reason for the issue or delay. Below, you will find a list of frequently asked questions (FAQ) which might assist you in identifying the problems. If you are still unable to determine the cause, please submit a complaint below.


Frequently asked questions and possible solutions

Often, people forget to read the Terms and Conditions listed on a Bookmaker on Online Casino website. These often refer to specifics such as the time it takes to deposit or withdraw money, maximum amounts you are able to withdraw and what to do if your money has not been deposited successfully or withdrawn to your account after a certain period of time.

Almost all online sports betting and casino sites in Africa require some form of identification from you in order to process your request. More often than not, this is a once off verification before you are able to process a deposit or request a withdrawal. This is a relatively simple task and can be completed in minutes. Make sure you check the terms and conditions with regard to verification as it may be causing a delay with your payment. By doing so, you also safeguard yourself and ensure that no one else is able to access your money but you.

If you have recently redeemed or claimed a bonus, including a sign-up bonus, deposit bonus or first bet bonus, it may cause a delay in the time it takes to deposit or withdraw money. Once you submit a withdrawal request after claiming a bonus, your account must be checked carefully by the fraud department to ensure that you have fulfilled the necessary conditions and requirements of that bonus prior to making your request. Any issues or suspected fraudulent activity on your account will often delay such processes.


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