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Dear rociolopceja,

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

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before using the same payment method?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• You mentioned that the withdrawal was processed on August 21. Please share a screenshot of the withdrawal request.
• Did you provide the casino with your bank statement showing transactions from August 21 to the present?

Thank you very much in advance for your reply.

Of course I have withdrawn many times using that method, I provided the casino with account statements, extracts and everything they asked for,

Claro que si e retirado muchas veces por medio de ese método, le proporcione al casino estados de cuenta extractos y todo lo que me pedían,

Thank you very much for your reply, rociolopceja.

Based on the August 18 email, days before you requested a withdrawal to your BBVA account, you were given an option to remove the limit from your BBVA account. Did you attempt to increase the limit?

Could you let me know the exact date when the monthly limit on your BBVA account will be lifted?

The bank statement you provided previously was only through August 24. Please provide a bank statement showing transactions from August 21 to present.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.