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Good afternoon, I have been trying to withdraw my winnings. They asked me for identity documents, and the bank statement to verify the card I used for deposits. I have sent them all the required original documents from both my identification and bank, complete with seal and signature, just as they requested. Despite sending them exactly what they asked for, they are refusing to accept my bank statement.

Buenas tardes he querido retirar mis ganancias, ellos me han pedido documentos de identidad, y el estado de cuenta del banco para verificar la tarjeta con la que realice los depósitos. Les he enviado todos los documentos originales de mi identidad y del banco con sello y firma tal u como ellos lo solicitan. Los envie y no me quiere aceptar el estado de cuenta a pesar de que se los envié tal y como ellos me lo pidieron.

Dear Sergio9,

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

Well, I think the only problem they have is the account statement because from there everything else is already verified.

Pues creo que el único problema que tienen ellos es lo del estado de cuenta porque de ahí todo lo demás ya está verificado.

Dear Sergio9,

Have you received your withdrawal from the casino yet?

Dear Sergio9,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.