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I requested my withdrawal several days ago and it hasn't been approved. They just keep telling me they've passed my request to the payment department, and as far as I understand, withdrawals are credited within 72 hours, and it's been several days and I haven't received my money, and I'm losing patience.

Tengo Varios días k solicite mi retiro y no me lo aprueban Nomás me dicen k an pasado mi solicitud ala área de pago y según yo tengo entendido los retiros se acreditan en un lazo de 72 horas y ya an pasado varios días k no me acreditan mi dinero y estoy perdiendo la paciencia

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Dear Ale3424,

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,
Complaints Resolution Center

Dear Ale3424,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, I haven't received any of my money yet.

Ola no aún no recibo nada de mi dinero

Dear Ale3424, thank you very much for the update. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.