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On Tuesday, March 2, 2025, I won 1 million in a jackpot game. When I wanted to withdraw the money to my astropay account, where I had already withdrawn much smaller amounts before, it asked me for account verification, and a week has passed, just sitting on the screen without even letting me access the support section to find out how long it takes.

El día martes 2 de marzo del 2025, gane 1millon en un juego de jackpot, al querer realizar el retiro del dinero a mí cuenta de astropay, donde ya había retirado montos muchos más chicos antes, me pide la verificación de cuenta, y ya ha pasado una semana que solo queda en la pantalla sin dejarme siquiera acceder a la parte de soporte para saber cuánto tiempo tarda

Dear anahibelsun,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi, thanks for responding. The thing is, I was able to access a support email I found on Google from the same casino, and I sent them an email.

They answered me like this:

Hi Anahi, our fraud department asked us why there is so much variation in the IP addresses used.

Well, it indicates that you are trying to circumvent the system by making it think it is a different identity, please be as detailed as possible.

That the truth

It doesn't make sense, since at home I have 2 internet networks (Internet Plus, one is 2.4GHz) and the other is (5G) then I have played with my parents' Wi-Fi internet which is from the Megacable company, which also has 2 networks (one is a Wi-Fi extension since the house is big) and anywhere since I accessed using my cell phone data that the Personal company provides me.

I've sent you that in response, and I don't know what the real problem is. I've never had a problem with other withdrawals of $100,000 or less. I hope you can help me.

Hola, gracias por responder, el tema es que pude acceder a un mail de soporte que encontré en Google del mismo casino, y le mandé un mail.

Me respondieron esto:

Hola Anahi, nuestro departamento de fraude nos mandó preguntar la razón porque hay tanta variación en los IPs usados?

Pues indica que est tratando de burlar el sistema haciéndole pensar que es una identidad diferente, por favor sea lo más detallada posible

Que la verdad

no tiene sentido, ya que en mí domicilio tengo 2 redes de internet (internet plus, que una es de 2,4ghz) y la otra es (5g) luego he jugado con el internet wifi de mis padres que es de la compañía de megacable, que también tienen 2 redes (una es una extensión wifi ya que si casa es grande) y en cualquier sitio ya que accedía usando los datos de mí celular que me los brinda la compañía de Personal.

Le he mandado en respuesta eso, y no se cuál realmente sea el problema, con otros retiros de $100.000 o menos, nunca hubo un problema. Espero me puedan ayudar.

Dear anahibelsun,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, no, I have not received the money, nor the account verification, it continues as before

Hola, no, no he recibido el dinero, ni la verificación de cuenta, sigue como antes

Hi, it's been 14 days and it still appears like this.

Hola, ya han pasado 14 días y todavía me sigue apareciendo así



Dear anahibelsun,

Would it be possible to forward all the conversation between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting you response.

Regards,

Nick

Hello, I have already sent everything to the email you left me in response, I await your message.

Thank you

Hola, ya le he mandado todo al mail que me dejaron en respuesta, espero su mensaje

Gracias