The player from the United Kingdom had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had reached out to the player to clarify the situation and advised him to wait for at least 14 days for the withdrawal to process, but he did not respond to further inquiries. As a result, the complaint was rejected due to lack of communication, and the player was informed that he could reopen the complaint at any time.
Igrač iz Ujedinjenog Kraljevstva je zatražio povlačenje pre podnošenja ove žalbe. Nažalost, njihovi dobici još nisu primljeni. Tim za žalbe je kontaktirao igrača da razjasni situaciju i savetovao mu je da sačeka najmanje 14 dana dok se proces povlačenja ne obradi, ali on nije odgovorio na dalja pitanja. Kao rezultat toga, žalba je odbijena zbog nedostatka komunikacije, a igrač je obavešten da može ponovo da otvori žalbu u bilo kom trenutku.
Prošle nedelje sam osvojio 500 funti i pokušavam da podignem i prvi put posle 24 sata čekanja su rekli da moram da im pošaljem oba izvoda iz banke gde mogu da vide moje detalje. Poslao sam već sve i pokušavao sam da podignem drugi put nakon što sam dobio mejl od njih, sve je bilo ispravno i mogu da podignem novac, ali sam ipak otkazao isplatu iz odeljenja plaćanja i rekli su da je problem sa Internet. Sada sam već 3 puta podigao i ponovo su mi rekli da moram da sačekam da ponovo dobijem ček iz odeljenja plaćanja i oni će ponoviti isti problem i opet su otkazali moj isplatu sve vreme jer ne žele da mi plate novac
Last week I was wining 500 pounds and I try to make the withdraw and first time after 24 hours waiting they said I have to send them my both bank statements where they can see my details. I sent already everything and I was trying to do the second time withdraw after when I get the email from them everything was correct and I can withdraw the money but still I was having cancelled my cashout from the payment department and they said was the problem with the Internet. Now I did already the 3 time the withdraw and they said again I have to wait to be again check from the payment department and they gonna do the same issue again and again cancelled my cashout all the time because they don't want to pay my money
Dear frandospetru,
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.
Dear frandospetru,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Dear frandospetru,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
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.
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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