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My money was in the withdrawal process for 2 weeks. Document verification should only take 2 days maximum. They ended up validating my documents and then it took over 1 week for a verification call. I asked in support when it would be done and they told me that during that day or the next. Other days I contacted again and they told me that this department was not the one in charge and they couldn't tell me when. Today I ended up canceling my account because they never called and my money was lost. Don't bet in that casino

Mi dinero estuvo 2 semanas en proceso de retiro. La verificación de documentos solo debe de tardar 2 días como maximo. Terminaron validando mis documentos y despues pasó más de 1 semana para una llamada de verificación. Preguntaba en soporte cuando se haria y me decian que en durante ese dia o el siguiente. Otros dias volvia a contactar y me decian que ese departamento no era el que estaba encargado y no podían decirme cuando. Hoy termine cancelando mi cuenta porque jamás llamaron y mi dinero se perdió. No apuesten en ese casino

Dear Alejandro,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

However, if you have closed your account, I’m afraid there’s not much we can do for you. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

My account was finally closed and I did not receive my money

Mi cuenta fue finalmente cerrada y no recibi mi dinero

Dear Alejandro,

Thank you very much for your quick reply. Please keep me informed regarding your withdrawal. I will set the timer for 7 days and wait for your update patiently. If you don't receive your funds by then, we will intervene.

Dear Alejandro,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.