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I had to upload the documents several times with several incomplete communications from them, they tell me that the withdrawal was successful and that they have to evaluate it, then I find it in my account while I wait for the transfer in the current account

Ho dovuto caricare più volte i documenti con diverse incomplete comunicazioni da parte loro, mi comunicano che il prelievo è andato a buon fine e che devono valutarlo, poi me lo ritrovo nell account mentre aspetto il bonifico nel conto corrente

Dear 71freddy71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem delayed withdrawal. Could you please specify how many days ago was your withdrawal requested? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good evening.

It will be 2 weeks that I try, in which they asked me several times for the documents adding new ones from time to time. The balance appears and disappears from the account. Yesterday I asked for explanations via chat and they asked me for a photo of me holding my credit card, another while holding my identity card and another while holding my bank statement. All documentable with screenshots.

Buonasera.

Saranno 2 settimane che provo, nelle quali mi hanno chiesto più volte i documenti aggiungendone qualcuno nuovo di volta in volta. Il saldo compare e scompare dall account. Ieri ho chiesto spiegazioni tramite chat e mi hanno chiesto una mia foto mentre reggo la carta di credito, un altra mentre reggo la carta d d'identità e un altra mentre reggo l estratto conto. Tutto documentabile con screenshot.

It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. 

Could you please confirm that it's your first withdrawal request in this casino?

Dear 71freddy71,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.