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Hello, I've been waiting for my withdrawal from the casino for over 6 days. After 3 days, they asked me to verify my account. I uploaded all my documents, which were approved: my residency details and my selfie with my ID photo. However, they are delaying my payment because I've uploaded my credit card transaction history in PDF format twice, and they haven't approved it. Support doesn't give me any explanations; they tell me to upload it again because it could have been a mistake. I feel like they're delaying all of this because they don't want to pay my money. I'm willing to provide all the information they ask for. I deposited with a credit card, and they use third-party payment providers.

Hola, llevo mas de 6 dias esperando el retiro de mi dinero del casino, al cabo de 3 dias me pidieron verificar mi cuenta, donde ya subí todos mis documentos, los cuales fueron aprobados los de mi residencia, mi selfie con mi foto de dni, pero me están atrasando el pago ya que he subido 2 veces mi historial de transacciones de mi tarjeta de credito en pdf y no lo aprueban, el soporte no me da explicaciones, me dice que vuelva a subirlo ya que pudo haber sido un error. Siento que retrasan todo esto ya que no quieren pagar mi dinero. Estoy dispuesto a proporcionar toda la información que piden, yo deposite con tarjeta de credito y ellos usan proveedores externos de pagos.

Dear Nicozmr,

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.

The casino refuses to verify my account. They haven't given me a concrete answer as to why they're rejecting my document. I sent my credit card history and deposit screenshots to the casino. I've been trying to get my account verified for 7 days. Could you please intervene?

El casino se niega a verificar mi cuenta, no me entregan respuesta concreta del motivo por el que rechazan mi documento, envie el historial de mi tarjeta de credito y capturas de los depósitos al casino, llevo 7 dias intentando que me verifiquen mi cuenta, podrían intervenir en ello?

Dear Nicozmr,

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.

Hello, I never received the money, so I had to cancel the withdrawal and gamble away the entire amount, which I lost. The casino asked me for KYC, and I completed all of it except for the transactions. They rejected it repeatedly without explanation (to prolong the time and not pay me my winnings). To this day, my account is still unverified, and I don't know why they rejected my documents. 10 days have passed. It's the worst casino I've ever played at. I would give it a poor rating.

Hola no recibi nunca el dinero por lo que tuve que cancelar el retiro y jugar todo el dinero, el cual perdí. El casino me pidió kyc y complete todos menos el de transacciones quienes me lo rechazaban una y otra vez sin explicaciones ( para alargar el tiempo y no pagarme mis ganancias). A dia de hoy sigo sin la cuenta verificada y sin saber por que me rechazaron los documentos, han transcurridos de 10 dias, es el peor casino que he jugado le daría una mala calificación

Dear Nicozmr,

Thank you for reaching out.

Unfortunately, as the balance was used for gameplay, there is nothing further we can do in this case. As such, we will now proceed to close the complaint.

Please note that the verification process may take up to 14 days.

Should you experience any issues with an online casino in the future, please do not hesitate to contact us. We are here to help.

Best regards,

Nick