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My withdrawal is not progressing. They told me it would take a maximum of 17 hours, but that hasn't been the case. This has happened to me in several casinos, and when I file a complaint here, the withdrawal is processed within hours. I don't understand what's going on, but the funds are still pending withdrawal. I also don't have the option to verify my account.

Mi retiro no avanza me dijeron que en 17 horas como mucho debería estar y no ha sido así me ha pasado en varios casinos y cuando pongo la reclamación aquí a las horas se efectúa el reitiro no entiendo qué pasa , pero los el dinero están pendientes de retiro, tampoco me da opción a verificar la cuenta.

Dear fragaebg8,

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

Thank you in advance for your patience and understanding.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It won't let me verify my account

No me deja verificar mi cuenta

I only have to receive this withdrawal and I have received those from other casinos!!! When I put the complaint here! But this one has not yet

Solo me queda recibir este retiro e recibido los de los demás casinos!!! Al poner aki la queja ! Pero este todavía no

They don't respond to my request and suddenly it appears as if I hadn't sent anything and they ask me for it again.

no me responden a la solicitud y de repente sale como si no hubiera mandado nada y me lo vuelven a pedir

Dear fragaebg8, have you been able to verify your casino account?

Is your withdrawal request still pending?

Hello good morning! I have been sending my documents several times, the photo of the card that is requested and bank receipts, the card has finally been accepted (I think so) but they ask me to prove that the account is xxxx (with numbers) and that account is not mine! I do not understand how they can be asking me for a bank receipt for an account that is not mine, that I have not entered into the application…. I don't know what else to do, I have sent an email and also today, the fact is that I see the 1,000 euros that I have there, more far away than close. They tell me that I have made a deposit with that account and nothing appears in the history, that I have only deposited with a credit card; I have also sent a receipt where it says that the card that I have used is associated with such an account number but still no progress! Thank you.

Hola buenos días ! Llevo enviando mis documentos varias veces la foto de targeta que se me pide y recibos bancarios , la targeta por fin la han aceptado ( a eso creo ) pero me piden que demuestre que la cuenta xxxx ( con números ) y esa cuenta no es mía ! No entiendo como me pueden estar pidiendo un recibo bancario de una cuenta que no es mía , que yo no e metido en la aplicación…. Nose ya que más hacer e mandado un correo y también hoy , el caso es que veo los 1.000 euros que tengo ahí más lejos que cerca . Me dicen que e echo un depósito con esa cuenta y en el historial no sale nada eso solo e depositado con targeta de crédito ; además e mandado un comprobante donde pone que la targeta que e usado va asociada a tal número de cuenta pero aún así no avanzo nada ! Gracias

Dear Fragaebg8, do I understand correctly that you are not aware that you have ever deposited money via any other payment method than the card registered in your name?

Could you please share your casino account transaction history?

Is it possible that someone else deposited into your casino account?

Dear fragaebg8,

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.