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I've been waiting for a withdrawal since June 19, via critpo. It's 2025 and NO casino takes this long to process a withdrawal. They haven't even asked for account verification yet, which I think will be necessary, and they won't let you do it in advance. I don't accept waiting much longer for my money. I contact support and they always give the same standard answer, they don't give concrete answers and they don't help at all. I would appreciate a resolution.

Estou a aguardar um levantamento desde o dia 19/06, via critpo. Estamos em 2025 e NENHUM casino leva este tempo todo para processar um levantamento. Ainda nem sequer pediram verificação da conta e creio que será necessário, e não deixam fazer antecipadamente. Não aceito esperar muito mais tempo pelo meu dinheiro. Contacto o suporte e dão sempre a mesma resposta padrão, não dão respostas concretas e não ajudam em nada. Agradeço uma resolução .

Dear dagfernandes91,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you for your reply. However, I don't accept this delay.

The KYC hasn't even been requested, and you can't do it in advance. Only when they ask for it. Which will delay the process even more. I can't accept this.

Obrigada pela resposta. No entanto, não aceito esta demora.

O KYC nem sequer foi pedido, e não dá para fazer antecipadamente. Só quanto eles pedirem. O que vai atrasar ainda mais o processo. Não posso aceitar isto.

I would like to inform you that this casino has taken away my access to the chat. Please help me get my money back!

Mais informo que este casino me tirou o acesso ao chat. Peço ajuda por favor para receber o meu dinheiro!

Dear dagfernandes91,

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 dagfernandes91,

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.