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I've had 3 withdrawals pending for more than 3 days (the maximum processing time, according to the casino).

Customer service says they can't do anything, they reply the same by email. I've already deposited a lot more money than I'm trying to withdraw

Tenho 3 levantamentos pendentes há mais de 3 dias (o tempo de processamento máximo, segundo o casino).

O apoio ao cliente diz que não consegue fazer nada, por e-mail respondem o mesmo. Já depositei bem mais dinheiro do que o que tento levantar

Dear Espabila,

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 profile does not require KYC and I already received 300€ a few months ago, by the same withdrawal method requested now

Bom dia,

O meu perfil não exige o KYC e para além disso já recebi há uns meses 300€, pela mesma via de levantamento solicitada agora

Thank you for your reply, Espabila. I would like to emphasize again 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.

Dear Espabila,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.