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First they told me that for my withdrawals to be processed successfully I must verify my account and so I verified it and made the withdrawal and it did not come out and they did not come out they were canceled I sent a message and they told me they are seeing processed and I will send a request for your account to be reviewed and they gave me account statements photos and more I sent them to them and they told me if the account was successfully verified and I withdrew and they are not processed the withdrawals are canceled automatically I sent a message to support again and they say your account is in the verification process the specialists are working when we have an answer we will let you know wait and from there they do not come out help me

Primero me digieron para que mis retiros seas procesados exitosamente debe verificar mi cuenta y pues la verifique y ise el retiro y no salía y no salían se me canselaban mande mensaje y me dijeron están viendo procesados y des mandaré una petición para que su cuenta se revisada y me dieron estados de cuentas fotos y de más se las mandé y me dicen si cuenta así verificada exitosamente y retire y no se procesan se cancelan solos los retiros volví a mandar mensaje a asoporte y dicen su cuenta se encuentra en proceso de verificación los especialistas está trabajando cuando tengamos una respuesta se lo aremos saber espere y de ahí no salen ayudan me

Dear cd3884446,

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.

Ok, I understand my verification was successful, I passed everything they mentioned and with this problem I have been with for more than a month and a half, it's been 2 months I think and nothing, nothing goes beyond what I told you and I just found out about this medium that's why I came, it's been almost 2 months and they haven't solved any problem, help me.

Ok entiendo mi verificación ya fue exitosa ya pasé todo eso que mencionan y con este problema ya tengo más 1 mes y medio ya son 2 meses creo y nada no pasan de lo que le cuento y me acabo de enterar de este medio por eso acudi ya van pa los 2 meses y no me resuelven ayudarme

Good afternoon, he almost answered me. My KYC verification HAS ALREADY PASSED SUCCESSFULLY and proof of payment verification has also passed. 5 days ago they notified me that it had also passed successfully, but my withdrawals still have not been processed. With these paperwork, photos, and account statements, I have already sent everything and it passed successfully, but they do not process them, and it has been more than 3 months and they still do not process them. They come out with the fact that they will send my account to their specialists for review, but that's how they started.

Buenas tardes ya me contestó el casi mi verificación de KYC YA PASO CON exitosamente y comprobantes de pago verificación de pagos también ase 5 días me avisaron que ya también avía pasado con éxito pero mis retiros siguen sin ser procesados y con estos de papeleos fotos y estadas de cuenta ya mandé todo y paso con éxito pero no los procesan y ya va más de 3 meses y ni así me los procesan salen con que enviará mi cuenta a una revisión a sus especialistas pero así empezaron

Dear cd3884446,

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 cd3884446,

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,
Nick
Casino.Guru