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once I submitted the withdrawal request the informed me that payment successfully done meanwhile, I didn’t receive any money so they asked me to provide statement that I didn’t receive the money and once I submitted the required documents, they ask it for a video recording that I didn’t receive the money and also I submitted this one as well and now still I didn’t get any money every time I’m trying to contact them. They said I have to pee a patient. I have to wait and nothing happened till now.

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Dear Deadsoul,

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

They simply with mark the request as submitted successfully and they will not pay you anything simply and when you try to complain, they will ask you to prove that they didn’t pay you same thing happened today,

meanwhile, when I’m talking to customer service, they just say anything to let you go the complaint I created they closed it as they already paid no matter what are you give no matter whatever required they asking me and I provide no matter anything they just closed and they refuse to send me official email with the result.

Atracked

Please note that it’s not I will receive the payment because the payment is delayed. No, they assumed that they paid me already but I’m the one who buy or I am the one who deny you got what I mean different thing OK that’s why no need to wait because he thinks they already paid me this for a second after I provided the proof that I didn’t receive the money. They simply added to me back 3000 EGP then next day they added 2000 EGP, but we don’t know next day same day I will throw 3550 and they make the same thing the assume that they paid me but they nothing , and finally today yesterday, sorry I requested for 4200 EGP and same thing HAPPY but this time before I order before I make withdrawal request I contact as a customer care. I ask them if there any problem can I withdraw my phone in peace they said no problem. Three hours. You will get your money and same thing. Happy once I was through this shit payment successful then one cycle to protect the customer care CC said three days you will get your money.

Dear Deadsoul,

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 Deadsoul,

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,
Karla
Casino.Guru