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I made a withdrawal of 824 euros two days ago and still haven't received anything. No one is responding to my emails, and their live chat is just an AI that doesn't connect you with a real person. Can someone help me?

Hice una retirada de 824 euros hace dos días y aún no llego nada, nadie me contesta a los emails y si chat en vivo es una IA que no te pone en contacto con ninguna persona. Pueden ayudarme?

Dear rafarodriguez1234511,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

I have withdrawn money with them several times and it only took a day. But now they don't answer emails either. And they promise instant withdrawals.

He retirado dinero con ellos más veces y solo han tardando un día. Pero ahora tampoco contestan a los emails. Y ellos prometen retiradas instantáneas

Thank you for your reply, rafarodriguez1234511. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear rafarodriguez1234511,

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.