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I had a win on Wednesday of about 3500€. I requested a withdrawal and since Wednesday there has been no update, and the withdrawal is still cancellable. Today is Sunday.

I write to support, but they reply with pre-set messages. I am worried; I don't think they will pay.

Ho avuto una vincita mercoledì di circa 3500€. Ho fatto richiesta di prelievo e da mercoledì nessuna notizia e il prelievo è ancora annullabile. Oggi è domenica.

scrivo all’assistenza ma rispondono con messaggi preimpostati. Sono preoccupato, non credo che pagheranno

Dear SpartacoSMCV,

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

Hi, your account has already been verified.

Ciao, la verifica dell’account è gia avvenuta

I fully understand your frustration, SpartacoSMCV. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal.

Thank you in advance for your patience.

the payment was made, I was charged 8% commission

il pagamento è avvenuto, mi sono stati addebbitati l’8% di comissioni

Thank you, SpartacoSMCV, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with?

Looking forward to hearing from you. 

Just close it

Chiudi pure

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, SpartacoSMCV, for your cooperation and 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

Casino.Guru