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Hello,

I executed 3 withdrawals (as the maximum allowed per day is 500). One on the 26th, another on the 27th, and the last one on the 28th of April (you can find all the confirmation screenshots below). However, the confirmed waiting period for the money to arrive (1-3 days) has already passed. Now, my first withdrawal request doesn't even appear on the website as if it never existed. By the way, I cannot verify my account either because it says "not necessary yet". It has been 8 days since my first withdrawal and the situation stays the same.

I would greatly appreciate if you could urge the company to process the payments.

Thank you very much

Buenas,

Realicé 3 retiradas (ya que el máximo que te permite son 500 al día). Una el 26, otra el 27 y la última el 28 de abril (todas las capturas de confirmación las tenéis debajo). Bien pues ya ha pasado el tiempo que te aseguran que tarda en llegar el dinero (1-3 días). Ahora la primera solicitud de retiro no me sale ni en la web. Como si no hubiera existido nunca. Por cierto tampoco puedo verificar mi cuenta porque pone "no es necesario aún". Ya han pasado 8 días desde el primer retiro y seguimos igual.

Agradecería mucho que presionarais a la empresa para que realice los pagos.

Muchísimas gracias

Dear alex22fp,

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,

Petronela

Okay but that's what I told you. They won't let me verify it because it says "not necessary." I know that it is a useless tactic where what they are looking for is for us to cancel the withdrawal to continue betting with the winnings but they are not going to play it with me.

So what can I do? If the chat always gives an error. They never answer emails. You are my last option.

Thank you

Vale pero es lo que os he dicho. No me dejan verificarla porque pone "que no es necesario". Sé que es una táctica inútil donde lo que buscan es que cancelemos la retirada para seguir apostando con las ganancias pero a mi no me la van a jugar.

Entonces que puedo hacer? Si el chat siempre da error. Los correos nunca los contestan. Sois mi última opción.

Gracias

I fully understand your frustration, alex22fp. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Perfect. Thank you so much. Let's hope everything has a happy ending.

Perfecto. Muchas gracias. Esperemos que todo tenga un final feliz.

Hello alex22fp,

Have there been any developments since our last conversation, please? 

Surprisingly, they just paid me the last thing they had left right now.

So it's already solved. Thank you very much too

Sorprendentemente me acaban de pagar lo último que les quedaba ahora mismo.

Así que ya está solucionado. Muchas gracias igualmente

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, alex22fp, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru