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Hello, I submitted a withdrawal request on October 16th and it is still pending with the option to cancel the withdrawal. The responses from chat are always automated or assure me that they will do their best to process it as soon as possible. I had made a withdrawal in the past (which was successful) and it arrived after just 3 days. It's been almost a week now.

Ciao ho mandato richiesta di prelievo il 16 ottobre e ad oggi risulta ancora in sospeso con possibilità di annullare il prelievo. Ovviamente le risposte della chat sono sempre automatiche o riguardanti il fatto che si impegneranno molto per fare il prima possibile. Avevo già fatto un prelivo in passato (andato a buon fine) ed era arrivato dopo solo 3 giorni. Ad oggi è passata quasi una settimana.

Dear davideleale97,

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

Yes the account is verified and in the past I have made other withdrawals that were successful after only 2 days. This one is taking a while to arrive

Sì il conto è verificato ed in passato ho effettuato altri prelievi che sono andati a buon fine dopo soli 2 giorni. Questo invece tarda ad arrivare

I fully understand your frustration, davideleale97. However, I will set the timer for additional 5 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.

Dear davideleale97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.