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Hello! I requested a withdrawal a week ago. When you arrange for the withdrawal, it indicates that it will take 1-3 days. However, whenever I write to the email, I always get the same response. There's also an error with the chat, and it doesn't let me contact them. I've never experienced this with any other betting house before.

Hola buenas! Solicite mi retiro hace una semana, cuando realizas el retiro te indica que tarda de 1-3 dias, escribes al correo y te responden siempre lo mismo. El chat da error y no te dejan contactar con ellos. No me a pasado nunca esto con ninguna casa de apuestas.

Dear celestenj7,

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

Well, I don't understand how this casino can take so long and apparently it has happened to many players, in other casinos they make refunds super fast. In this aside, according to what you write to me, they ask for such a requirement to withdraw, they should do the same for when you deposit money to bet, which they do do it instantly. I find it embarrassing that they take so long and put so much trouble into withdrawing money that is yours.

pues yo no entiendo como este casino puede tardar tanto tiempo y por lo visto le a pasado a muchos jugadores, en otros casinos hacen los reintegros súper rapido. En este aparte de que segun lo que me escribes piden tanto requisito para retirar, deberían hacer lo mismo para cuando ingresas dinero para apostar, qué ahi si que lo hacen en el instante. Me parece vergonzoso que tarden tanto tiempo y pongan tantas pegas para retirar un dinero que es tuyo.

I fully understand your frustration, celestenj7. However, I will set the timer for additional 4 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.

Dear celestenj7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.