We’re already in touch with our payments provider to get this sorted. It’s not affecting all transactions, but we totally understand how frustrating it can be. We’re monitoring everything closely and will make sure it’s properly addressed once the investigation is complete.
Sometimes, it happens. It's rare, but I guess it happens with platforms that use third-party wallet solutions. What is crucial is that you have to provide top-notch support while you are working on it, so your customers do not get frustrated. Most people want their withdrawal instantly, but when there are technical issues involved, you can always explain this to your customers so they can understand. Instead of explaining, some casinos just ask users to wait a little more time without any ETA. Make sure your team can provide an ETA so people can check back later.
From my personal experiences over the years, if I was a builder or have or provide any type of services online to customers and issues like this arise, one thing I would make sure to avoid is providing an ETA, and this is because doing this sometimes turns out to be a trap and ends up getting you caught, some technical issues appear small on the surface but when you enter to bankend to have it fixed, it turns to be a major issue that could take hours, even a day or days to fix, this is the disadvantage of ETA..
One thing I think services or platforms like casinos should work hard on is on building trust, if the customers trust the casino well enough, they would be patient in times of issues like this if even there is no ETA, they trust and believe that indeed, there is an issue and that once it's fixed, they get their money.