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The casino is late and comes up with plenty of excuses not to make the withdrawal. They say that the procedure has started correctly but that the withdrawal may have delays caused by other factors.

Il casinò tarda e trova parecchie scuse per non effettuare il prelievo. Dicono che la procedura è avviata correttamente ma che il prelievo può avere dei ritardi causati da altri fattori.

Dear Davide,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?

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, especially if it’s your first withdrawal. 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, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

PS: Could you please advise if the issue from your previous complaint has been successfully resolved?

Requested last Thursday, the KYC procedure has not yet started. But I have had bad experiences with this casino in the past

Richiesto giovedì scorso, non è ancora stata avviata la procedura KYC. Ma ho già avuto esperienze negative in passato con questo casinò

Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

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.

Hello Davide,

Have there been any developments since our last conversation?

Dear Davide,

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.