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I inform you that on Saturday, March 15, I requested a withdrawal of 2,888, which shortly after appeared as approved, but I never received the money. The next day, the same case, I requested another withdrawal of 15,001. As additional information, I have been making withdrawals for months since my account is obviously verified. When I asked customer service, they told me that perhaps because it was the weekend it would take 48 hours. Since I urgently needed the funds, I began to press to find out what was happening. On March 17, an operator began to ask me questions about why I urgently needed my money and if I had to pay anything. This made me uncomfortable. After finishing asking me, this operator proceeded to block my access to the casino. I am very upset because now I do not have my two withdrawals nor do I have access to the casino.

Les comento que el día sábado 15 de marzo solicité un retiro de 2,888 el cual a los pocos momentos me apareció como aprobado pero nunca recibí el dinero, al día siguiente mismo caso, solicité otro retiro de 15,001, como dato adicional llevo meses haciendo retiros ya que mi cuenta obviamente está verificada. Al preguntar en servicio al cliente me comentaron que quizás por ser fin de semana tardarían 48 hrs. ya que me urgían los fondos comencé a presionar para saber qué estaba pasando, el 17 de marzo un operador me comenzó a hacer preguntas que por qué me urgía disponer de mi dinero y que si tenía que pagar algo, lo cual se me hizo incómodo, al terminar de preguntarme este operador procedió a bloquear mi acceso al casino, estoy muy molesto ya que ahora ni tengo mis dos retiros ni tengo acceso al casino.

Dear cortaodoble,

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,

Tomas