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Salutations

I deposited around 5,000 euros in several tranches (without ever asking for bonuses) and, at the end of the various BJ Live sessions on Evolution, I recovered the same 5,000 euros and requested a withdrawal before continuing to make other deposits.

They asked me for the usual documents, which were approved within 1 day and then they told me that I would have the transfer within 48 hours.

I've actually been waiting for the bank transfer for about 7 days.

In the live chat, they say that everything is ok, that I will have the transfer soon, but nothing. It doesn't happen.

How can I do?

Salve

ho depositato in diverse tranche circa 5000 euro (senza mai chiedere bonus) e, alla fine delle varie sessioni di BJ Live su Evolution, ho recuperato gli stessi 5000 euro e ho chiesto un prelievo prima di continuare a fare altri depositi.

Mi hanno chiesto i documenti soliti, che sono stati approvati entro 1 giorno e poi mi avevano detto che in 48h avrei avuto il bonifico.

In realtà sono circa 7 giorni che attendo il bonifico.

Nella chat live, dicono che è tutto ok, che preso avrò il bonifico, ma nulla. Non succede.

Come posso fare?

 Dear Igngraz,

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, 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

Hello,

the problem is that the documents have been checked and approved. history too.

But the withdrawal has not yet been approved, but is available for cancellation to be replayed in the Casino (it is "pending").

Usually, when approved, the money arrives within 1 day via "fast" transfer.

But the point here is that in the chat they tell me that everything is ok with the KYC and that the withdrawal is top priority.

But then they don't approve and I could, in theory, cancel the withdrawal and play the sum.

I'll wait a few more days anyway

Thanks for the reply!

Ignatius

Ciao,

il problema è che i documenti sono stati controllati ed approvati. la cronologia anche.

Ma il prelievo non è stato ancora approvato , ma è disponibile alla cancellazione per essere rigiocato nel Casino (risulta "pending").

Di solito, quando approvano, i soldi arrivano entro 1 giorno via bonifico "fast".

Ma qui il punto è che in chat mi dicono che è tutto ok dal KYC e che il prelievo è in priorità massima.

Ma poi non approvano e potrei, in teoria, cancellare il prelievo e giocare la somma.

Attenderò cmq qualche altro giorno

Grazie per la risposta!

Ignazio

Salutations

Transfer received today. All solved

Thank you for your interest

However, I have decided to close my account in this casino, also due to your poor score against them

Salve

Bonifico ricevuto oggi. Tutto risolto

Grazie cmq per l'interesse

Tuttavia ho deciso di chiudere il mio conto in questo Casino, viste anche il vostro scarso punteggio nei loro confronti

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Igngraz, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru