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I've been having issues since Sunday when I made a withdrawal of 9000 pesos. I was told there were problems with the withdrawals and all week I've been led around in circles. The 9000 pesos were visible in my account before subsequently disappearing and I was told I could not see it because the withdrawal was already processed to prevent its cancellation. My account is already verified and they have informed me that no further steps are necessary.

Tengo desde el día domingo que realice un retiro de 9000 pesos me Disen que tiene problemas con los que acen los retiros toda la semana me an traído así que mañana que 24 horas y puras largas en mi cuenta se veían los 9000 y después desaparecieron de mi cuenta y me dicen que no los veo porque ya los retiraron para que no se cancele el retiro ya mi cuenta ya está verificada ellos me dijeron que ya estaba verificada que no faltaba nada más

Dear Snoopys,

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, 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

Thank you very much because I will let you know in the 14 days. Ami, what seems strange to me is that they tell me that my bank rejected the deposit

I should check with the bank to see what happened. I contacted the bank and they told me that my account is fine, there is no problem, they will make the deposit for me.

In fact, money from other apps has been deposited into that account without any problem.

But it's okay, I'll wait the 14 days and I'll let you know.

Muchas gracias pues ya se los are saber en los 14 días Ami lo que se me ase raro es que me dicen que mi banco rechazó el deposito

Que checara con el banco aver que avía pasado yo abler al banco y me dijeron que mi cuenta está bien que no hay ningún problema que me realizarán el deposito

De echo en esa cuenta me an depositado el dinero de otras app sin ningún problema

Pero está bien me espero los 14 días y yo les aviso

Hi Snoopys,

Have there been any developments since our last conversation, please? 

Dear Snoopys,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.