INTENTIONAL WITHDRAWAL DELAYS

I am writing to formally address the unacceptable delays and lack of communication regarding my withdrawal request. I am deeply frustrated by the current situation, and I feel it is important to express my concerns in writing before I escalate further.

Your website states that withdrawals exceeding R1000 will be processed within two hours. However, after following up, I was informed that it could take up to 24 hours, or even 1-3 business days, which is a significant discrepancy from the stated timeframe.

Despite making numerous calls and sending multiple emails, I was told that my withdrawal request was being delayed because it had to undergo full FICA verification. I promptly submitted the required documents, only to be told that there is no clear timeline for when I will receive feedback. The consultant I spoke with had no knowledge of when the relevant department would process my request, and the person who initially rejected my withdrawal is not the individual responsible for verifying my documents.

I find it perplexing that, despite the required documents being submitted, I am being asked to wait for an extended period when many other platforms process FICA verification in less than an hour. Why should I be forced to wait more than 24 hours for verification when this is not the case elsewhere?

It is disappointing to see that I am being told to "wait" without any clear indication of when this matter will be resolved. I have already seen reports from other customers who have been waiting since December, and I refuse to let my case fall into the same pattern of neglect.

I will not hesitate to escalate this matter further. I have several close friends with significant social media followings, and they are prepared to help make this issue public across their platforms, which collectively reach a large audience. I am requesting immediate action to process my withdrawal and resolve this issue without any further delays.

Furthermore, I strongly urge the Western Cape Gambling Board to investigate the ongoing complaints regarding YesPlay’s slow response times and poor service quality. It is imperative that actions are taken to address the systemic issues that are affecting customers.

Please prioritize the processing of my withdrawal and provide me with an immediate update on the status of my request