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Good evening, I have been providing documents to the casino for 9 months to verify my account, they responded a month ago that I could withdraw, I withdrew but the withdrawal is still pending and the casino hasn't responded neither via chat nor email for a month now, and I don't know what to do. How can you help me? How does this complaint work? Thank you

buonasera , fornisco documenti al casino da 9 mesi per verificare il mio conto , mi hanno risposto un mese fa che potevo prelevare , ho prelevato ma il preleivo è ancora in sospeso e il casino da un mese non risponde ne via chat ne via email e non so come fare, come mi potete aiutare ? come funziona questo reclamo ? grazie

Dear clarasalvetti308,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with customer support regarding your withdrawal?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear clarasalvetti308,

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.