Why is my redemption pending?
Pending redemptions may require additional verification or are in the standard review queue.
All new redemptions enter a review queue. This is a standard part of our responsible gaming and fraud-prevention process.
A redemption may be held for additional verification if identity documents have not been confirmed, if your account is flagged for review, or if the redemption exceeds standard thresholds.
You will receive an email if action is required from you. Check your spam folder if you are not seeing our messages.
Do not submit duplicate redemption requests. Multiple requests do not speed up processing and may trigger a review hold.
If your redemption has been pending for more than five business days without explanation, contact support with your Player ID and the redemption reference number.
Our support team can assist with anything not covered here.