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On May 25, 2025, I submitted an application for a withdrawal of UAH 5,000. As of June 1, 2025, the funds had not yet arrived, although according to the platform's rules, the payment should be processed within 24 hours.

My account is fully verified, I have successfully withdrawn funds in the past without any problems. I have not received any notifications about additional verification, violation of rules, or the need to provide additional documents.

Over the past week, I have contacted support several times, but I only receive template responses stating that the request is being processed or that a response from the payment system is awaited. I am not informed of the specific reasons for the delay or the payment terms.

At the time of filing this complaint, the payment has still not been made.

25 травня 2025 року я подала заявку на виведення 5000 грн. Станом на 1 червня 2025 року кошти так і не надійшли, хоча згідно з правилами платформи виплата має бути оброблена протягом 24 годин.

Мій акаунт повністю верифікований, раніше я успішно виводила кошти без жодних проблем. Жодних повідомлень про додаткову перевірку, порушення правил або необхідність надати додаткові документи не надходило.

Протягом останнього тижня я неодноразово зверталася до служби підтримки, але отримую лише шаблонні відповіді про те, що запит перебуває в обробці або очікується відповідь від платіжної системи. Конкретних причин затримки та строків виплати мені не повідомляють.

На момент подання цієї скарги виплата досі не здійснена.

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Dear Rrretbhhf,

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 within 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

How long does it take for the funds to be credited? I have been receiving only standard template responses for over 10 days now without any specific information regarding the status of the payment. Please provide a clear explanation of where the funds are and when I can expect them to arrive.

Скільки ще часу потрібно для зарахування коштів? Я вже понад 10 днів отримую лише стандартні шаблонні відповіді без жодної конкретної інформації щодо статусу платежу. Будь ласка, надайте чітке пояснення, на якому етапі перебуває зарахування коштів і коли очікувати їх надходження.

Thanks for your reply.

• Has the casino processed your payout since your last post?
• Did the money reach your bank account/wallet?

Please let me know.

Dear Rrretbhhf,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru