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Hello, I have a pending withdrawal of 1500€ since 18-07-2024. I have all the necessary documentation in order, and their website states that withdrawals take a maximum of 72 business hours to process. When I talk to them, they simply say that they will take note of it. I find this disgraceful and I am worried that I might have been scammed. I do not plan to play at this casino anymore. Please help me. I have screenshots of the chat and the withdrawal. Thank you.

Hola ,tengo una retirada pendiente de 1500€ desde el 18-07-2024 , tengo toda la documentación en orden y ellos tienen en su web que tardan un máximo de 72h laborables en procesar las retiradas, hablo con ellos y simplemente me dicen que pasarán nota , me parece una vergüenza y estoy preocupado por que pienso que me han estafado.no pienso jugar más en ese casino. Ayúdenme por favor. Tengo capturas del xat y de la retirada. Gracias

Dear marcosstenesa,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Well I hope it doesn't take that long. It's not fair. But thanks anyway

Bueno espero que no se demore tanto tiempo.No es justo. Pero gracias igualmente

I understand your disappointment. However, from our experience, if there are no problems with the player's verification or the gameplay, the majority of withdrawal requests are processed within the 14-day time frame, so I kindly ask you to be patient. If you do not receive your winnings by this Thursday, please let me know and we'll reach out to the casino.

Dear marcosstenesa,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.