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I have been making several withdrawals for almost a month without success because it says that withdrawals take at most 7 days and after these seven days they still have not reached my account, I cancel them and withdraw again and nothing, it has been like this for a month. I have contacted them by email and their response is basically to be patient. The two withdrawals I have have already been 7 days, can you help me?

Llevo casi un mes haciendo varias retiradas sin éxito porque pone que los retiros tardan como mucho 7 días y pasado estos siete días siguen sin llegar a mi cuenta, los cancelo y vuelvo a retirar y nada, así llevo un mes. Me he puesto en contacto con ellos por correo electrónico y su respuesta básicamente es que tenga paciencia. Los dos retiros que tengo llevan ya los 7 días, me podéis ayudar?

Dear anika1592002,

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.

In the meantime, please, do not cancel your withdrawal requests.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Good morning, I have screenshots of withdrawals from more than 14 days ago. It says that I have verified that the balance is real. I speak to them and they do not solve anything. I have been trying to make withdrawals that do not go beyond the processing section all month.

Buenos días, tengo capturas de retiros de más de 14 días. Pone que estoy verificada que el saldo es real. Hablo con ellos y no solucionan nada. Llevo intentando hacer retiros que no pasan del apartado, procesando, todo el mes

Thank you very much for your reply, anika1592002. Of course, they do not go through if you always cancel them after 7 days. Could you please clarify if you currently have any pending withdrawals? Please post a screenshot of your withdrawal history here in this thread.

Dear anika1592002,

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.