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Good evening, I requested a withdrawal of my winnings of 500 euros on the 17th. I was told by support that they process in 3 business days, at most 5, but those days have now passed and it is still pending. All I get from support is the same story, but no actual help. Can you assist me?? Thank you very much

Buonasera, ho richiesto in data 17 prelievo della mia vincita di 500 euro, mi avevano detto dal supporto che elaborano in 3 giorni lavorativi, massimo 5, ad oggi passati quei giorni ancora risulta in sospeso e non fanno che dirmi le stesse cose dal supporto, ma zero aiuto concreto. Potete aiutarmi?? Grazie mille

Dear veros18,

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

The casino in the verification section says that it does not require any account verification, I don't know what else to do

Il casino nella sezione verifica dice che non richiede nessuna verifica dell account, non saprei cosa altro fare

Thank you for your reply, veros18. 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.

Paid. Thank you

Pagato. Grazie

Dear veros18,

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