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Good afternoon,

Here's the thing, I created an account at this casino at the beginning of this year, I've been depositing and playing, all very well, in the meantime I followed the steps to verify my account where shortly afterwards it appeared "verified" (in the Identification and Proof of Address part) and I made two withdrawal requests that later became 3 for a total amount of 490 euros, but what is certain is that the withdrawals are supposedly pending because the account is not yet validated, and they already have everything necessary to do so. It's been hell, I've contacted support several times, and I've even sent an e-mail with all the documentation needed for my validation. When I talk to support, they always say that there's still a document missing, and they keep going on and on about it, and by e-mail it's the same thing, they send an e-mail a day, saying that there's still "x" missing.

And today I've received emails saying that the payments have been rejected and where it used to be "verified" it's now "pending".

It's a very annoying situation and I really need your help. I've been registered at several casinos and this is the first time this has happened to me.

Boa tarde,

É o seguinte, criei conta neste casino no inicio deste ano, fui depositando e jogando, tudo muito bem, entretanto segui os passos para verificação da minha conta onde pouco tempo depois apareceu "verificada" (na parte de Identificação e Comprovativo de Morada) e fiz dois pedidos de levantamento que depois passaram para 3 no valor total de 490 euros, mas o que é certo é que os levantamentos supostamente ficaram pendentes porque a conta ainda não está validada, sendo que já têm tudo o que é necessário para o fazer. Tem sido um inferno, já contactei várias vezes o suporte, e até enviei e-mail com toda a documentação necessária para a minha validação. Quando falo com o suporte vêm sempre com a conversa que ainda falta um documento, ficam a enrolar, e por e-mail a mesma coisa, enviam um e-mail por dia, para dizer que ainda falta "x".

E hoje recebi e-mail´ s a dizer que os pagamentos foram recusados e onde aparecia "verificada" agora aparece "pendente".

Está a ser uma situação muito aborrecida, e preciso muito da vossa ajuda. Já estive inscrita em vários casinos e é a primeira vez que isto me acontece.

Dear Ju_9,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.