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It has been exactly 9 days since I made my withdrawal on October 27, and I have not received anything yet. On November 2, I had to redo the withdrawal process, but I don't know why it was canceled. I would appreciate your assistance!

Sono passati esattamente 9 giorni dal mio prelievo effettuato il 27 ottobre e non è mi stato ancora accreditato nulla, il 2 novembre ho dovuto rifare la procedura per il prelievo non so per quale motivo mi è stato annullato, sarei grato che mi aiutaste!!!

Dear francescomirraa1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do you currently have any pending withdrawals?
• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

1. I currently have a pending withdrawal from November 2nd of 500 euros
2. I made another withdrawal on October 24th and it was completed on October 28th
3. I have not yet been asked to complete the KYC procedure because if I want to do it on the site it says that my account does not currently require verification
4. I also tried to contact customer service but I didn't receive a response, except in an instant chat, and I was told that there was an error for the withdrawal on October 27, but honestly if they don't even respond by email I don't believe it much

1. Attualmente ho il prelievo in sospeso dal 2 novembre di 500 euro
2. ho effettuato un altro prelievo il 24 ottobre e il 28 ottobre è stato completato
3. la procedura KYC non mi è stata ancora richiesta in quanto se la voglio fare sul sito mi esce che il mio account al momento non richiede una verifica
4. Ho provato anche a contattare il servizio clienti ma non ho ricevuto risposta, tranne in una chat instantanea, ed mi è stato detto che ci è stato un errore per il prelievo del 27 ottobre, ma sinceramente se non rispondono neanche per e-mail non ci credo molto

Thank you for your reply, francescomirraa1. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, or your withdrawal request gets canceled again, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear francescomirraa1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.