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I had 16$ in balance, I filed a withdrawal request, the support told me that I had to confirm my account that the transaction would be done, however my account was verified and the money disappeared, I got in touch and the support simply told me that I was not promised anything, more like my money disappears and does not come back ??? below is the print of the support conversations telling me that as soon as they verified my money would be returned, and the other support saying no.

Eu tinha 16$ de saldo, entrei com o pedido de saque, o suporte me disse que eu tinha que confirmar minha conta que a transaçao seria feita, porem minha conta foi verificada e o dinheiro sumiu, entrei em contato e o suporte simplesmente me disse que nao foi me prometido nada, mais como meu dinheiro some e nao volta ??? segue abaixo o print das conversas do suporte me dizendo que assim que verificassem meu dinheiro voltaria, e o outro suporte falando que nao.

Dear donavanchag,

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,
Complaints Resolution Center

Hello,donavanchag

The money was credited back.

Please kindly mind: "When playing with an active bonus, it is prohibited to use any strategies aimed at fulfilling the bonus wagering requirements".

Kind regards

Thank you very much,

muito obrigado,

Hello everyone,

Thank you both for your replies.

donavanchag, do I understand correctly that the issue has been resolved?

Dear donavanchag,

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.