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I requested a withdrawal on the 23rd and I'm still waiting for payment. chat doesn't resolve it and the answer is always the same.

Solicitei um levantamento no dia 23 e ainda continuo a aguardar o pagamento. chat não resolve e a resposta é sempre a mesma.

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Dear Mokambonomegalito,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Good morning, my account is verified and everything is ok. I've just been told that the finance department is working on making the payment, but so far I haven't received it.

Bom dia, a minha conta está verificada e tudo ok. Apenas me dizem que o departamento financeiro está a trabalhar para efetuar o pagamento mas até agora ainda não recebi

Thank you for your reply. I understand your frustration, but I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive, and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please, keep me informed about any further developments.

Hello, I received the funds today. I'm going to close my account because it's unacceptable to wait almost 2 weeks for a relatively small amount to be withdrawn. Thank you for your help

Ola, recebi hoje os fundos. Vou encerrar a minha conta porque é inadmissível estar quase 2 semanas a aguardar o levantamento de um valor relativamente baixo. Obrigado pela ajuda

Dear Mokambonomegalito,

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