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Hello everyone, I am writing to ask for help with a withdrawal from the casino. On March 16, 2024, I sent all kyc documents for verification and ordered a withdrawal of USD 290.95, then I do not receive any information about my verification and withdrawal, every attempt to contact the casino ends like this in the same way, they always dismiss me with the same generalities, such as (we currently have a problem with payments, our department will soon deal with your payment, your documents must be approved, etc.) I want to know specifically when I will receive the money, I will point out that the regulations stipulate payment within 24 hours

(I use Google translator)

Thanks

Dear toskafke123,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

hello, on March 24 I received a message that my profile had been verified and since then the funds have not been paid out, now every day I receive a message asking when I will receive the funds that they have a payment failure and they are working on this problem, interestingly the deposits are working normally :)

I'm waiting patiently, as you wrote, for 14 days to see what will happen

I fully understand your frustration, toskafke123. However, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello, I received my payment on April 3, 2024, it took almost 20 days. Thank you, you can close the topic

Regards

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, toskafke123, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru