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Good morning, I have a pending withdrawal since 01/22/2025. I have successfully received withdrawals before, but now it's taking a long time. The chat always says there are delays and that it will forward my issue to the payments department, assuring me that I will receive it shortly. However, this has been repeating for many days, like a robotic response. I have chat transcripts and a screenshot of the withdrawal.

Bom dia, tenho um saque pendente desde dia 22/01/2025, já recebi saques com sucesso antes, mas agora está a demorar muito tempo, o chat diz sempre que estão atrasados, e que vai encaminhar para o departamento de pagamentos, e diz que irei receber brevemente, mas isto tudo repetesse a muitos dias, tipo chat robô, tenho transcrição do chat e print do levantamento

Dear marisabianca,

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,

Tomas

So far, no verification of documents has been necessary, they've always paid me and never asked me for anything, they've been very attentive, I'll wait, I just don't think it's normal for 8 days to process the payment, and the deadline is 3 working days, it's been since the 22nd, 8 days of which 6 working days the withdrawal is still pending, the chat says that the withdrawal will arrive every day it says that, so I don't worry, I forgot to mention my withdrawals are all made by skrill, so as soon as it's processed, it's practically instantaneous

Ate agora, não foi necessário nenhuma verificação de documentos, sempre me pagaram e nunca me pediram nada, foram muito atenciosos, eu vou aguardar, só não acho normal 8 dias para processar o pagamento, sendo que o prazo é de 3 dias úteis, ja passaram desde dia 22, 8 dias dos quais 6 dias úteis o saque continua pendente, o chat diz que o saque irá chegar todos os dias diz isso, para não me preocupar, esqueci de mencionar os meus saques são todos feitos por skrill, logo assim que processado, é praticamente instantâneo

you can close the case, I'm canceling the withdrawal

podem fechar o caso, vou cancelar o levantamento

We’ve closed this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.