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On the 17th I withdrew €50 after having already made several deposits of €25. Earlier, on the 14th, I had already withdrawn €30 from the casino, whose account has been verified and everything is in order. Although it takes a while, it usually comes through after a few days. But on the 17th when I selected the IBAN, I selected one from my bank account that no longer exists, I have already contacted the casino and they always push each other. All I ask is that the money be made available again so that I can withdraw with my normal IBAN.

No dia 17 procedi ao levantamento de 50€ depois de já ter feito vários depósitos de 25€ . Anteriormente no dia 14 já tinha retirado 30€, casino ao qual tenho a conta verificada e tudo direito. Apesar de demorar costuma entrar passado uns dias. Mas no dia 17 ao selecionar o IBAN, selecionei de uma conta minha do banco que já não existe , já contactei o casino e empurram sempre uns para os outros. Só peço que me deixam o dinheiro disponível novamente para poder levantar com o meu nib normal

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Dear sirjoaoneves33,

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

Karla, the problem here isn't the withdrawal on the 14th, but the one on the 17th. When I withdrew it, I got the IBAN wrong because it was automatically saved on my cell phone keypad (my bank automatically changed the IBAN when it switched from Eurobic to Banca), which means I put in an IBAN that no longer exists on the 17th. It shouldn't even be possible to withdraw because the account no longer exists. They've already replied to me by email and now they're asking me for a document stating that this IBAN no longer exists, which is impossible because this account doesn't exist and therefore this IBAN is invalid.

I have everything verified, I have already done the kyc, the only problem here is the pending 50€ withdrawn from an IBAN that no longer exists.

Karla, o problema aqui não é o levantamento do dia 14 mas sim o do dia 17 ao qual ao retirar me enganei no IBAN porque estava automaticamente guardado no teclado do meu telemóvel (o meu banco ao mudar de eurobic para a banca mudou automaticamente o IBAN) ou seja meti um IBAN que já não existe no dia 17. Que nem sequer devia dar para levantar porque essa conta já não existe . Já me responderam através de email e agora estão me a pedir um documento em como esse IBAN já não existe , o qual é impossível porque essa conta não existe logo esse IBAN é inválido.

Tenho tudo verificado já fiz o kyc o único problema aqui são os 50€ pendentes levantados num IBAN que não já não existe.

Dear sirjoaoneves33,

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 sirjoaoneves33,

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.