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Hello,

I hereby wish to submit a formal complaint regarding my withdrawal.

My first withdrawal was cancelled on day 13 citing a "technical error". I was then asked to create a new withdrawal, which I have done. Even though my account is verified (KYC completed) and I have followed all instructions, my current withdrawal still stands as "New" with no clear progression.

I have received varying and contradictory messages from support regarding status, timeframes, and the reason for the previous outage. This has led to long waits and a lack of clear information.

I therefore request:

A clear and final status of my withdrawal

An explanation for why the first withdrawal was interrupted after such a long treatment period

A realistic timeframe for when my current withdrawal will be processed and paid out

I also request that this matter be escalated to your finance or compliance team for further review.

I want written and concrete feedback.

Hej,

Jag vill härmed lämna in ett formellt klagomål gällande mitt uttag.

Mitt första uttag avbröts på dag 13 med hänvisning till ett "tekniskt fel". Därefter blev jag ombedd att skapa ett nytt uttag, vilket jag har gjort. Trots att mitt konto är verifierat (KYC slutförd) och jag har följt alla instruktioner, står mitt nuvarande uttag fortfarande som "New" utan tydlig progression.

Jag har fått olika och motsägelsefulla besked från supporten kring status, tidsramar och orsaken till det tidigare avbrottet. Detta har lett till lång väntan och brist på tydlig information.

Jag begär därför:

En tydlig och slutgiltig status på mitt uttag

En förklaring till varför det första uttaget avbröts efter så lång behandlingstid

En realistisk tidsram för när mitt nuvarande uttag kommer att behandlas och betalas ut

Jag ber också om att detta ärende eskaleras till ert finance- eller compliance-team för vidare granskning.

Jag vill ha en skriftlig och konkret återkoppling.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal 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.

• Could you please advise when exactly you requested this withdrawal?
• Do I understand correctly that you haven't made any successful withdrawals before?

Thank you in advance for your reply.

Best regards,

Kristina