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Hello, I have 20 dollars available in my account but at the time of withdrawal I get a message that the currency will be converted to euros, I sent the email more than 3 months ago and the only response I get is that they are reviewing the case.

Hola, tengo 20 dólares disponible en mi cuenta pero al momento del retiro me sale un mensaje que se convertirá la moneda a euros, envié el correo hace más d e 3 meses y la única respuesta que obtengo es que están revisando el caso.

Dear Zoilivel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that you wish to withdraw your winnings? Why the funds should be converted to euros, please?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I pass the image of the message.

Hola,

Le paso la imagen del mensaje.

Do I understand correctly that you are willing to accept the conversion but still the payment is pending for the last three months?

Hello, 4 days ago I made the withdrawal request, but today the money returned to my gaming account and I did not receive any information as to why this is happening.

Hola, hace 4 días hice la solicitud de retiro, pero el día de hoy el dinero regreso a mi cuenta de juegos y no recibí ninguna información del porque pasa esto.

Have you completed the KYC account verification successfully in the past, please?

Hello, yes, the problem is that when I try to withdraw my money I get a message that it will be converted into euros, I have been asking the casino for an explanation for 3 months and the only thing they answer me is that they are looking at my case, it seems to me something illogical that they take so much time.

Hola, si, el inconveniente es que al momento que trato de retirar mi dinero me sale un mensaje que se convertirá a euros, estoy pidiendo explicación al casino desde hace 3 meses y lo único que me responden es que están viendo mi caso, me parece algo ilógico que se tomen tanto tiempo.

I do apologize, but I still don't understand. Could you please explain why you do not wish to have your winnings converted to euros?

Dear Zoilivel,

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.

Hi, it's because of the exchange rate, my bank account is in dollars.

Hola, es por el tipo de cambio, mi cuenta bancaria es en dólares.

I understand that the withdrawal will be processed but the funds will be converted. Nevertheless, your bank will accept the payment with the exchange rate, is that correct? Are you able to request a withdrawal or the payment is blocked completely?

Dear Zoilivel,

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, 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.