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I requested a withdrawal of the money I had in my casino account, but they blocked my account. It's been over a month since I requested my money back, and I still haven't received it. I have an email from them stating that they would deposit my money within 14 days, but that period has passed, and I still haven't received it. The only response I get is a generic message requesting my complete bank statement for August, information that is personal and that they shouldn't be asking me to send, nor should I be sending it.

Solicité la retirada del dinero que tenía en la cuenta del casino, me bloquearon la cuenta, hace más de un mes que solicité mi dinero y todavía no lo he recibido. Tengo un correo electrónico en el cual ellos me comunican que me van a ingresar mi dinero en un plazo de 14 días, ha pasado ese plazo y todavía no me lo han ingresado. Lo único que me responden es con un mensaje genérico en el cual me solicitan mi extracto bancario completo del mes de agosto, información que es de carácter personal y que no deben pedirme ni yo enviar.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning,

I played the slots; if the verification was completed, I didn't have any active bonuses when I accumulated my winnings.

All the best

Buenos días,

Jugué a las tragamonedas, si la verificación estaba completada, no tenía ningún bono activo cuando acumulé mis ganancias.

Un saludo