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I've been trying to make a withdrawal for two days, I contacted support and they told me that the maximum period would be 48 hours because of the system, I waited as I was instructed and my withdrawal was rejected, I tried another 4 times and again without success, being my first withdrawal this frustrating experience, and I don't use the bonuses, I contacted support several times and they always told me that it's system delay and that this was normal one of the attendants even mentioned it, when I made a replica they end the chat thus passing to another attendant. My ID 12963341

Estou eu a dois dias tentando fazer uma retirada, entrei em contato com o suporte e me disseram que o prazo máximo seria de 48 horas por conta do sistema, esperei como me foi orientado e minha retirada foi rejeitada, tentei outras 4 vezes e novamente sem sucesso, sendo que é minha primeira retirada experiência frustrante essa, e não uso os bônus, tornei entrar em contato com o suporte várias vezes e sempre me diziam que é atraso do sistemas e que isso era normal um dos atendentes chegou a mencionar, quando eu fazia uma réplica eles encerram o chat assim passando para outro atendente. Meu ID 12963341

Dear Ubirajara,

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

Dear Ubirajara,

Have there been any developments since our last conversation, please? 

Dear Ubirajara,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.