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Hello

I'm reporting a problem with this casino. I have been waiting since the 27th of April, 2024 for a withdrawal of just 100 euros to be processed. I keep getting told the same thing - that it's being processed, that there's a delay in processing, and that it will be resolved soon, but my withdrawal never gets processed. I kindly ask for assistance in resolving this issue. Best regards,

Hola

Vengo a informar de un problema con este casino. Debido a que llevo esperando desde el día 27/04/2024 a que se me procese un retiro de tan solo 100 euros. Siempre me dicen lo mismo que se está procesando, que hay un retraso en el procesamiento y que dentro de poco se solucionará, pero nunca se me procesa el retiro. Pido amablemente que ayuden a solucionar este problema. Un saludo

Dear carlosdhn,

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

My Account is not verified because I have been told that my account does not currently require verification. I have been waiting for many days for the withdrawal to be processed. They inform me that there are delays and that my withdrawal is almost processed... like this 1 WEEK

I hope it is resolved soon. Greetings, and if I am not processed I will contact you again

Mi Cuenta no está verificada debido a que me han dicho que mi cuenta por el momento no requiere verificación. Llevo muchos días esperando a que se procese el retiro. Ellos me informan que hay retrasos y que mi retiro está casi procesado… así 1 SEMANA

Espero que se me solucione pronto. Un saludo, y si no se me procesa volveré a contactar con ustedes

• Have you received your withdrawal since your last post?
• May we consider the issue resolved?

Dear carlosdhn,

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.