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I have more than 2 weeks trying to withdraw 10,000 and it does not allow me. They always ask me for a new document, but they don't want to give me my money at all because I always invent something that prevents

Tengo mas de 2 semanas tratando de retirar 10,000 y no me lo permite. siempe me piden un documento nuevo , pero no quierer en lo absoluto darme mi dinero por que siempre invental algo q impida

Hello, Juan. 

Thank you very much for submitting your complaint through our website. We have just a few additional questions in order to understand your case properly. Is this your first withdrawal? Did the casino explain why they required new documents? 

In case you are making your first withdrawal, you need to verify your identity. In some cases, the casino launches a deep verification process, which can take some time (this procedure is needed by law to prevent money laundering and frauds). Some casinos inform the player that they are being investigated, some don’t. This purely depends on the internal rules of the casino. We advise you to follow the casino's instructions and send all the required documents.

Best regards, Jozef

Hello, Juan.

We are extending the timer by 7 days. Please, be aware that in case you fail to respond within the given time frame, we will consider your issue as rejected and your complaint will be closed accordingly. 

Best regards, Jozef

Unfortunately, we’re forced to reject 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.