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I requested a withdrawal of €450, which was canceled with the indication "aggregator canceled." The amount has not been returned to the balance and is missing. I have contacted support several times without any response. Curiously, when I sent an email by mistake from an address not associated with the account, they responded immediately - but continue to ignore my legitimate requests. I request an urgent resolution to this situation.

Solicitei um levantamento de 450€, que foi cancelado com a indicação "agregador cancelado".O valor não foi devolvido ao saldo e encontra-se em falta.Entrei em contacto com o suporte várias vezes sem qualquer resposta.Curiosamente, quando enviei email por engano de um endereço não associado à conta, responderam imediatamente — mas continuam a ignorar os meus pedidos legítimos.Solicito resolução urgente desta situação.

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Dear MiguelPires,

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

Hello, good afternoon. Thanks for the reply, but unfortunately when I went to read the casino comments I was too late...

I also sent an email a week ago and got no reply.

And I sent another one yesterday and no reply either.

And in the email I sent by mistake they were quick to reply that there was no account registered in the system with that email...

Nor is it normal for a withdrawal to be canceled by the casino and for the balance to simply disappear?

If you can help me, I'd appreciate it because it looks like you didn't read what I wrote.

Olá boa tarde. Obrigado pela resposta, mas infelizmente quando fui ler os comentários do casino fui tarde demais..

Além disso enviei email a 1 semana atrás e não obtive resposta.

E enviei outro ontem e também não..

E no email que enviei por engano eles foram rápidos a responder que não tinha nenhuma conta registada no sistema com aquele email..

Também não é normal um levantamento ser cancelado pelo casino e o saldo simplesmente desaparecer..

Se me conseguirem ajudar agradeço porque parece que não foi lido o que eu escrevi

Second withdrawal attempt also canceled ("aggregator canceled").

Funds again disappeared from balance.

No response from support.

This appears to be intentional withholding of funds.

Dear MiguelPires,

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.

Dear Karla,

Thank you for your message.

Unfortunately, I have not received my withdrawal of 450€.

I have now made two withdrawal attempts, and both were canceled with the message "aggregator canceled".

After each cancellation, the funds were removed from my balance and are currently not available, so I am unable to withdraw them again.

I have carefully checked all my payment details (IBAN/BIC), and they are correct.

I have also contacted the casino multiple times via email but have received no response at all.

At this point, I am unable to access my funds and would greatly appreciate your assistance in resolving this issue.

Kind regards.

Dear MiguelPires,

We have noticed that you have submitted two complaints regarding the same casino. To avoid confusion and to ensure that your issue is handled as efficiently as possible, we will be closing this one.

Your original complaint will remain open, and our team will continue assisting you there.

Please make sure to reply only within that thread moving forward so that we can keep all information in one place and assist you smoothly.

Thank you for your understanding.

Best regards,

Karla M.