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Dear Ros00014,

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. I'd like to update my case with a very important detail. The casino still hasn't processed my withdrawal after 6 business days, and the status hasn't changed at all. However, they just upgraded my account to Level 2 in their VIP program. This proves that my account is fully active, that I'm a legitimate user, and that I don't have any security violations or blocks. Therefore, I believe there's no valid justification for continuing to hold my funds indefinitely. I've attached the relevant screenshots as proof.

Hola. Quiero actualizar mi caso con un detalle muy importante. El casino sigue sin procesar mi retiro tras 6 días hábiles y el estado no se mueve en absoluto. Sin embargo, acaban de subir mi cuenta a Nivel 2 en su programa VIP. Esto demuestra que mi cuenta está completamente activa, que soy un usuario legítimo y que no tengo ninguna infracción ni bloqueo de seguridad. Por lo tanto, considero que no existe ninguna justificación válida para seguir reteniendo mis fondos de forma indefinida. Adjunto las capturas de pantalla correspondientes como prueba.

Ten minutes ago there was nothing, nothing.

So far, they have only received 500 euros from the first withdrawal.

If the second payment is credited, I will mark the issue as resolved. Thank you.

Hace 10 minutos no había nada habiq nada.

De momento solo han ingresado 500 euros del primer retiro

Si me ingresan el segundo. Daré como resuelta la incidencia . Gracias

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ros00014,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Karla