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I have 2 pending withdrawals, one for 405€ requested on January 21, 2025, and another for 500€ requested on January 22, 2025. According to the casino's information on bank transfer withdrawals, the processing time is 1 to 3 business days. However, this timeframe has already passed, and I haven't received anything. They also can't confirm when I will receive the withdrawal. They just ask me to wait (indefinitely).

Tenho 2 levantamentos pendentes, um no valor de 405€ solicitado no dia 21 de Janeiro de 2025 e outro de 500€ solicitado no dia 22 de Janeiro de 2025. Nas informações do casino sobre levantamentos via transferência bancária consta que o tempo de processamento é de 1 a 3 dias úteis, no entanto esse prazo já foi ultrapassado e não recebi nada nem me conseguem confirmar quando vou receber o levantamento. Apenas pedem para aguardar (indeterminadamente).

Dear joaoremigio26,

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,

Kristina

Good afternoon,

So far I still haven't received my withdrawal, but I'm going to wait until I've completed the 14 days since the initial request. If I don't receive my withdrawal within 14 days, I'll let you know. Thank you

Boa tarde,

Até agora continuo sem receber o meu levantamento mas vou aguardar até completar os 14 dias desde o pedido inicial. Caso não receba o meu levantamento dentro dos 14 dias volto a informar. Obrigado

Dear joaoremigio26,

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.