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I made a withdrawal on the 5th of May 2024, it's now the 14th, and the live chat and technical support from the casino are not giving me a clear answer as to why my money has not been deposited into my account. They simply say that it's being processed, but they don't give me a clear answer.

Attached are screenshots of the withdrawal.

Hice un retiro el pasado 5 de mayo de 2024 vamos a día 14 y el chat en vivo y el soporte técnico del casino no me dan una respuesta clara de que porque mi dinero no se ingresa en mi cuenta. Simplemente que está en trámite. Pero no me dan una respuesta clara.

Adjunto capturas del retiro.

Dear antoniojose23334,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

The 14 days thing is the first news I have, they never gave me an estimated deadline. I haven't verified my account but I haven't been told via live chat that it's necessary either.

They just tell me to wait and wait, I think they should give the guidelines to follow and give an estimated number of days. Before it was 5 business days now it is 14... It creates distrust but I will have to be patient and wait. As a player, when I see that I have to exhaust all avenues for the casino to pay, there is a clear decision and that is not to bet in this type of casino again. I'll take my money somewhere else.

Thanks in advance.

Lo de los 14 días es la primera noticia que tengo, jamás me dieron un plazo estimado. No he verificado mi cuenta pero tampoco me han dicho a través del chat en vivo que sea necesario.

Sólo me dicen que espere y que espere, creo que deberían de dar las pautas a seguir y dar una cifra de días estimada. Antes eran 5 días hábiles ahora son 14... Crea desconfianza pero tendré que ser paciente y esperar. Yo como jugador , cuando veo que hay que agotar todas las vías para que el casino pague, hay una decisión tajante y es no volver a apostar en este tipo de casinos. Me iré con mi dinero a otro lugar.

Gracias de antemano.

I understand your frustration. However, based on our experience, many of the delayed payments reach the player's account up to 14 days after the withdrawal request, provided all necessary checks were passed.

Could you please advise if you received your winnings, or are you still waiting?

They have arrived, thank you!!!

Ya llegaron, gracias!!!

Dear antoniojose23334,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru