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Good morning. On the 19th, I submitted a withdrawal request for €5,000. Since then, online support within the site has been blocked. I sent the requested documents, but after more than two days (the maximum time limit indicated by them), they still haven't been verified. An automatic bot responded to the email. I should point out that I had already verified my identity document a few weeks ago, but this time I was asked for the card I used to top up. I request the payment to be unblocked, thank you.

Buongiorno. In data 19 ho inoltrato la richiesta di prelievo di 5 mila euro . Da lì in poi assistenza online da dentro il sito è stata bloccata . Ho inviato i documenti richiesti e dopo più di due giorni( tempo massimo indicato da loro) ancora non sono stati verificati. Alla mail risponde un bot automatico. Preciso che settimane fa avevo già fatto la verifica del documento di identità questa volta mi è stata chiesta quella della carta utilizzata per la ricarica . Chiedo lo sblocco del pagamento grazie

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Dear Roberto99,

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

Dear Roberto99,

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 Roberto99,

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.