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Hello, I hope you can assist me, please. On December 6, 2023, I made two withdrawals, one for $1500 and another for $12370. Normally, I had made other smaller withdrawals that were reflected in my bank account within a 30-minute timeframe, but it didn't happen this time, as three days have passed and my withdrawal hasn't been processed. I made the withdrawal via SPEI, which means that once they process the request, the money should arrive in my bank account within minutes, but I'm still waiting. Another key point is that recently I cancelled both withdrawals and initiated another two, one for $15000 and one for $1299, in an attempt to rectify the delay, thinking perhaps it hadn't been processed correctly. Nevertheless, it remains in the same status.

Hola, espero me puedan ayudar por favor, el 6 de diciembre del 2023 realice dos retiros uno por la cantidad de $1500 y otro por la cantidad de $12370, normalmente ya había hecho otros retiros de menor cantidad y se habían reflejado en mi cuenta bancaria en un lapso de 30 minutos, pero ahora no fue así ya van tres días y no se ha procesado mi retiro, el retiro lo realice por spei eso significa que una vez que ellos procesan la solicitud el dinero debe caer en mi cuenta bancaria en cuestión de minutos pero aún sigo a la espera, otro dato importante hace rato cancele ambos retiros e inicie otro retiro uno por la cantidad de $15000 y otro por la cantidad de $1299 para ver si así se solucionaba mi problema con la demora ya que pensé que igual y no se había procesado correctamente, pero sigue en el mismo estatus

Dear Luisg,

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,

Petronela

Hello, thank you for your prompt response, in this case I already received my withdrawal but they asked me to confirm that the phone number belonged to me and also a selfie with my ID and just yesterday my withdrawal ended, I don't know why they do this if it was already verified I had even sent them a bank statement, at least I was lucky and I already have my money, thank you very much for your help, I appreciate your attention and I hope not to have a similar situation as it is in the future with some other casino, after this drink bitter I think I'll change casino

Hola, gracias por su pronta respuesta, en este caso ya recibí mi retiro pero me pidieron que confirmara que el número de teléfono me pertenecía y además una selfie con mi identificación y apenas ayer finalizó mi retiro, no se porque hacen esto si ya estaba verificado ya hasta les había mandado un extracto bancario, al menos corrí con suerte y ya tengo mi dinero, muchas gracias por su ayuda les agradezco la atención y espero no tener una situación similar como está en algún futuro con algun otro casino, después de este trago amargo creo que cambiaré de casino

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Luisg, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

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