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Dear Joaquim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you clarify if transferring the winnings to an e-wallet account, such as Bitcoin, has been offered to you as a solution? If not, and the automated withdrawal is not possible, responsible department should be able to process your withdrawal manually. Furthermore, could you confirm that you have completed KYC verification successfully? Thank you in advance for your reply. I believe, we will be able to help you to receive your winnings as soon as possible.

Best regards,

Petronela

Dear Joaquim,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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.