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After making a withdrawal of €794 on March 31st, I waited 5 days as suggested by the casino. The payment was successful on the site, but my account isn't showing any incoming transactions. After contacting the casino's support chat, they asked me for my statement from March 31, 2026 to April 7, 2026. I sent it to them, and they told me they were checking... 17 days later, they're still responding like this and haven't given me any clear answers.

Dopo aver fatto un prelievo di 794 euro il 31 marzo ho aspettato 5 giorni come suggerito dal casinò , sul sito il pagamento era andato a buon fine ma sul mio conto non cerca nessun movimento in entrata . Dopo essermi interfacciato con la chat di supporto del casinò mi hanno chiesto l’estratto conto dal 31/03/2026 al 7/04/2026 allora io l’ho mandato e mi hanno detto che stanno controllando … dopo 17 giorni ancora mi rispondono cosi e non mi danno nessuna risposta ovvia .

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Dear yonutmental2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas