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Hello, my problem is that for the first time, I cannot withdraw my money. It keeps showing as 'in process' and the money never gets sent. It used to always take at most an hour, and I'm starting to worry... I have withdrawn a total of 80,000 in the day and I don't know if that affects anything or if there's a daily withdrawal limit but it's past midnight and nothing has happened...

Hola, mi problema es que por primera vez no puedo retirar mi dinero, sale que está en proceso y nunca se manda el dinero y siempre tardaba máximo una hora de demora y me estoy empezando a preocupar... lo que si es que en el día llevé retirando 80mil en total no se si es que eso afecta en algo o hay un limite de retiro por día pero ya pasaron las 00 y nada...

Dear ELIA23,

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, 

Veronika

If I received the withdrawal, then I made a deposit of $4000 and two days have passed and I still haven't been credited... then I thought about seeing if another deposit worked and I did it and if it was credited it was 3500 and then I made another of 5000 and both were successful and within half an hour but the one for $4000 nothing and it is strange because in almost everything it is the one that should have had an impact at the beginning... I don't know what is happening with this casino, it wasn't like that before. Sending proof of the 4000

Si me ingresó el retiro, luego hice un deposito de $4000 y ya van pasando dos días y aun no se me acredita... después pensé en ver si funcionaba otro depósito y lo hice y si se acreditó que fue de 3500 y después hice otro de 5000 y los dos con éxito y a la media hora pero el de $4000 nada y es raro porque en todo casi es el que tendría que haber impactado al principio... no se que está pasando con este casino, antes no era así. Envío comprobante de los 4000

It's been 4 days and the casino says it's still evaluating the case but they haven't given me any progress on the investigation process or what could have happened to my money... I have all the bank receipts for all the deposits and account transactions There is also the deposit history in the casino but the one for $4000 does not appear

Ya pasaron 4 días y el casino dice que sigue evaluando el caso pero no me dan ningún avance del proceso se investigación ni que podría haber pasado con mi dinero... tengo todos los comprobantes bancarios de todos los depósitos y en las transacciones de la cuenta del casino también está el historial de depósitos pero no aparece el de $4000

Could you please send me the screenshot of your transaction history showing your deposits and withdrawals? The $4000 you mentioned are your winnings, or is it the money you deposited into your casino account but it hasn't been credited yet?

Dear ELIA23,

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.