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In terms and conditions it states that the withdrawal will be processed in a maximum of 48 hours, 66 hours have passed and the withdrawal is not processed. Yesterday they told me that the maximum today will be processed today they tell me that between today and tomorrow, etc...

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En terminos y condiciones pone que la retirada se procesará en máximo 48 horas, han pasado 66 horas y no se procesa el retiro. Ayer me dijeron que máximo hoy se procesará hoy me dicen que entre hoy y mañana, etc...

Adjunto capturas

Dear alexlisen86,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

The KYC verification was approved and I already had a withdrawal of €500 in less than 48 hours, but this withdrawal of €5000 is already 5 days old and it is not processed.

La verificación KYC fue aprobada y ya tuve un retiro de 500€ en menos de 48 horas, pero este retiro de 5000€ ya van 5 dias y no se procesa.

You say in summary that: "The player from Spain has requested the withdrawal three days before filing this complaint. Simply, the winnings have not yet been received." But I have not requested the withdrawal, simply request a withdrawal and it's been more than 6 days, now I enter and my account is suspended. Capture attached.

The casino license expires on October 31, will I get paid even if it expires? Thanks greetings.

Usted dice en resumen que: "El jugador de España ha solicitado la baja tres días antes de presentar esta denuncia. Simplemente, las ganancias aún no se han recibido." Pero yo no he solicitado la baja, simplemente solicite un retiro y ya van mas de 6 dias, ahora entro y mi cuenta está suspendida. Adjunto captura.

El 31 de octubre caduca la licencia del casino, ¿ me pagarán aunque caduque? Gracias, un saludo.

I fully understand your frustration, alexlisen86. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Ok thanks, on the 25th it will be 14 days since the request. All the best.

Vale gracias, el 25 se cumpliran 14 dias desde la solicitud. Un saludo.

Thank you very much, alexlisen86, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi alexlisen86,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 24Slots Casino to join this conversation and share more information regarding the case. Can you please provide any reasons of why the player's account has recently been suspended? And what is the reason for the delayed payment?

Thank you for providing the information.

Best regards,

Tomas

Hi alexlisen86,

Thanks for your request!

Sorry for inconvenience happened to you at our Casino.

The amount was fully paid yesterday 27.10.2022 in the evening.

Please, check at your end.

We will be happy to see you again with us!

Best Regards

Thank you, 24Slots Casino, for providing us with the information.

Dear alexlisen86, could you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

Unfortunately it is a common thing that many bad casinos lengthen the withdrawal so that you cancel it and lose it. I requested on the 11th, they do it on the 27th and even so they charge me a 5% commission, they paid me €4750. I do not recommend this casino. I had to file a claim with the Curaçao regulator for them to pay, otherwise I doubt they have yet paid. If you do things right you will have a good reputation and people will speak well of you and recommend you, but in this way you are destined to always be small or disappear.

Por desgracia es algo común qur muchos casinos malos alarguen la retirada para que la canceles y la pierdas . Solicité el dia 11 la hacen el 27 y aun asi me cobran un 5% de comision, me ingresaron 4750€. No recomiendo este casino. Tuve que poner reclamación al regulador de Curaçao para que paguen, sino dudo que aun hayan pagado. Si haceis la cosas bien tendreis buena reputación y la gente hablará bien de vosotros y os recomendará, pero así estais destinados a ser siempre pequeños o desaparecer.

Dear alexlisen86,

I'm glad to hear that you have been paid.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

We are here to help.

Kind regards,

Tomas