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My complaint is that on April 22 they sent me a message that my refund was on its way and as of today, the 28th, it still hasn't arrived, I hadn't had any problems before, the casino just tells me that it's sending and my bank tells me that nothing has arrived

Mi queja es que el día 22 de abril me mandaron un mensaje que mi reintegro estaba de camino y a fecha de hoy 28 todavía no me ha llegado, antes no había tenido problemas, el casino solo me dice que está mandando y mi banco me dice que no ha llegado nada

Dear Sandiafresca,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your refund and understand your concern. However, please bear in mind that it’s quite usual for payments 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 or refunds before submitting a complaint.

If your account has been successfully verified, your refund approved by the casino, and you still haven't received your winnings by 14 days since requesting the payment, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Well, as of May 2, I still have not received anything, I have sent a bank statement, so they can see that it is true, and I do not receive a response

Pues a fecha de 2 de mayo sigo sin recibir nada, he mandado extracto bancario ,para que vean que es verdad, y no recibo respuesta

I fully understand your frustration, Sandiafresca. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Good morning, yesterday they sent me an email, where it says yesterday they reversed my transfer, and that they have sent it back to me to count 5 business days, I don't understand what could have happened

Buenas ayer me mandaron un email ,donde dice ayer me revirtieron mi transferencia ,y que me la han vuelto a mandar que cuente 5 días hábiles, no entiendo qué ha podido pasar

The money has already been deposited, I have never had problems with this cadino

El dinero ya ha sido ingresado, yo nunca había tenido problemas con este cadino

Thank you, Sandiafresca, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

if it can be closed

Si se puede cerrar

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Sandiafresca, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru