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I made a withdrawal of $8,000 MXN to my bank account, and although the amount was deducted, I have not received it. I have spent three days communicating with support, being passed from one advisor to another, and having to explain my situation from scratch each time. Initially, they told me to wait for 72 hours. I've had a suspicious feeling since the transaction did not arrive as expected. This issue began on September 15, 2023, and I have still not received anything.

Hice un retiro por $8,000. MXN A MI CUENTA BANCARIA Y ME DESCONTARON EL RETIRO PERO NO NE LLEGO TENGO 3 DIAS HABLANDO CON. SOPORTE Y CAMBIAN DE ASESOR Y TENGO QUE EXPLICAR LO MISMO DESDE EL PRINCIPIO PRIMERO ME DIJERON ESPÉRATE 72 HORAS PORQUE DESDE QUE LO HICE Y NO LLEGO PRESENTÍ ALGO RARO FUE EL 15 DE SEPTIEMBRE DEL 2023 Y NO ME LLEGO NADA

Dear MORALESLIC4,

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

If it's ready, it's already arrived, sorry.

Si ya está listo ya me llegó disculpen

IF IT ALREADY APPEARED TO ME

SI YA ME APARECIÓ

Dear MORALESLIC4,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru