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It has been more than 48 hours since my withdrawal was being processed at the casino, I understand that it usually takes two or three days. What could be done? I have only verified by email the three options that are found. Is it safe to do the other two (Identity document and address)?

Hace mas de 48 horas que se está procesando mi retiro de dinero en el casino, tengo entendido que por lo general tardan dos o tres días. Que se podría hacer? Tengo realizada solo la verificación por email de las tres opciones que se encuentran. Es seguro hacer las otras dos(Documento de identidad y dirección)?

Dear maxigonnet17,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. However, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Petronela

Dear maxigonnet17,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.