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Good evening,

After several successful withdrawals, I won a fairly substantial amount.

There were no issues with my first withdrawal request of 3000€.

However, problems started with the second request, the following day, also of 3000€.

Suddenly, my account is no longer verified so I proceeded, successfully, to provide all requested documents.

Then I re-submitted the withdrawal request and it has been over 48 hours and it's still pending. The chat support told me they are conducting further checks, but I have neither any news nor any requests for additional documentation or anything else from their side.

Also, my withdrawals can no longer be cancelled by me.

What is happening?

Buonasera,

Dopo vari prelievi riusciti, vinco un somma abbastanza consistente.

Alla prima richiesta di 3000€ di prelievo non ci sono problemi.

Dalla seconda richiesta, il giorno successivo, sempre di 3000€, iniziano i problemi.

Improvvisamente il mio account non è più verificato quindi provvedo, con successo, a fornire tutti i documenti richiesti.

Poi rimando la richiesta di prelievo e sono più di 48 ore che è in attesa. L'assistenza via chat mi ha detto che stanno facendo ulteriori controlli ma non ho nessuna notizia o nessuna richiesta da parte loro di maggior documentazione o altro.

Inoltre i prelievi non sono neanche più annullabili da parte mia.

Che sta succedendo?

Dear simonececchini0495,

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

Account verification was successful. Only withdrawals have been waiting to be confirmed and cleared for more than 72 hours. I'm waiting and will keep you updated. Thank you

La verifica dell'account è avvenuta con successo. Solo i prelievi sono in attesa di essere confermati e bonificati da più di 72 ore. Resto in attesa e vi terrò aggiornati. Grazie

Good morning,

The payment has been approved. Now the accreditation is missing. I'll update you ☺️

Buongiorno,

Il pagamento è stato approvato. Ora manca l'accredito. Vi aggiorno ☺️

Payment has been made. All that's missing is the bank credit. Updates to follow, thanks

Il pagamento è stato effettuato. Manca solo l'accredito in banca. Seguono aggiornamenti, grazie

The first €3000 has been credited. Now only the last €2000 withdrawal is missing. Will update

Sono stati accreditati i primi 3000€. Ora manca solo l'ultimo prelievo da 2000€. Vi aggiorno

Case resolved, all withdrawals have arrived 💪

Caso risolto sono arrivati tutti i prelievi 💪

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, simonececchini0495, 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