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Since January 22, I have had a pending withdrawal. I have contacted them more than 10 times (once per day since the withdrawal date). On the first day, they told me it would take between 3 and 5 days to reach my account. It has now been 10 days, and their excuse is always "there is a problem with the finance service." Every time I contact them, I get the same response.

Llevo desde el dia 22 de enero con un retiro pendiente. He contactado con ellos mas de 10 veces (1 por dia desde el dia del retiro). El primer dia me dijerom que tardaria entre 3 y 5 dias en llegarme a la cuenta. Han pasado ya 10 y su excusa es que "hay un problema con el servicio de finanzas", Cada vez que contacto con ellos es siempre la misma respuesta.

Dear gofroRIVER,

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

Ok. I will wait 14 days as you told me. If I haven't received anything within that time, I will contact you again. Thank you very much.

De acuerdo. Esperare 14 días como me dices. Si en ese plazo no me ha llegado nada, contactare con vosotros otra vez. Muchas gracias

HI gofroRIVER,

I hope you are doing well. It has now been 14 days since our last communication. I wanted to check if there have been any developments regarding your issue. Please let me know if you’ve received any updates or if you still need assistance.

Looking forward to hearing from you.

Hi! I received a payment, not all of it, now 120 is missing… But I did receive part of it

Buenas! Recibí un pago, no todo, ahora faltan 120… Pero una parte sí que la recibí

Hi gofroRIVER,

Thank you for the update. I'm glad to hear that you've received part of your payment. However, I understand that there is still 120 missing.

Could you please keep me posted on the situation as it develops? If there are any further issues or delays, feel free to reach out and we’ll continue to assist you.

Looking forward to hearing from you soon.

Dear gofroRIVER,

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 complaint due to the lack of response to our messages and questions. Without the necessary information, we are unable to proceed with further investigation or provide potential solutions.

Since you previously confirmed receiving €100, we are adjusting the disputed amount to €120.

Please note that you can reopen this complaint at any time in the future if you decide to continue communication. We remain willing to assist should you choose to resume the case.

Kind regards,

Petronela

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