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Good afternoon. I want to resolve a withdrawal issue I'm having. Seeing that Astropay sometimes works, like right now, I need to withdraw 4,000,000 that I won (I was only able to withdraw 1 million in two transactions of 500,000 each) and a message appears: 'declined by operator' (payment issue). I tried to withdraw smaller amounts but they are still being denied. I need an urgent solution to this as it is a lot of money. I have screenshots of everything. Thank you.

Buenas tardes. Quiero resolver un problema de retiro que tengo. Viendo que funciona astropay a veces como en este momento , necesito retirar 4.000.000 que gane (pude retirar solo 1 millón en dos transacciones de 500.000) y aparece un mensaje declined by operator (problema de pago). Intente retirar de a poco pero igual las deniega. Necesito solución urgente a esto ya que es mucho dinero . Poseo capturas de pantalla de todo. Gracias

Dear guidoabernal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you successfully received the first two withdrawals?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear guidoabernal,

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.

It's already fixed. Just as they said, I was removing it little by little.

.thanks for everything

Ya está solucionado. Así como dijeron fui retirando de a poco

.gracias por todo

Dear guidoabernal,

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,

Kristina

Casino.Guru