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I've requested three withdrawals for a total of €1,410. I checked to see if I needed to send any additional information, and the website indicates they have all the necessary information. The withdrawals are pending verification, and the chat tells me it can take up to three days (although they specified it used to be less), but two of the three withdrawals have already received three days, and I haven't heard anything. I've tried contacting them again via chat, but access isn't working. However, they don't offer any problems with making deposits.

He solicitado 3 reintegros por un total de 1410 euros. He revisado si hacía falta enviar algún dato más y la página indica que disponen de todos los datos necesarios. Los retiros se quedan pendientes de verificar y desde el chat me indican que pueden pasar hasta 3 días (aunque especificaron que solía ser menos) pero, ya han pasado estos días en dos de los tres reintegros y no tengo noticia alguna. He intentado volver a contactar por chat y no funciona el acceso. Sin embargo para hacer ingresos no ponen problema alguno.

Dear Rociflin,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.