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I am since 14 7 2020 waiting for my withdrawal do not respond to emails the chat does not respond or send an email within 5 business days canceled my withdrawal without informing me I continue to wait without reply. I do not recommend this casino

estou desde o dia 14 7 2020 a espera do meu levantamento nao respondem aos emails o chat nao respondem ou mandam enviar email no prazo dd 5 dias uteis cancelaram o meu levantamento sem me informar continuo a aguardar sem resposta .nao recomendo este casino

Additional comments from the player:

"I have been waiting since the 14th of this month to be able to raise the 100 euros for 2 times, they always canceled with excuses."

Dear Tania,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal in this casino? Have you completed KYC account verification in the past?

Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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 especially if it’s your first withdrawal. Please let us know if this advice was helpful or we need to intervene.

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

Best regards,

Petronela

Dear Tania,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.