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I've been waiting over 5 business days for 3 different withdrawal amounts, and I'm still at step 2 of the withdrawal process. I need a response.

Llevo más de 5 días hábiles con 3 retiros de diferentes cantidades y todavía está por el paso 2 del retiro, necesito una respuesta

Dear sesteban73,

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, 

Veronika

There are a lot of people who have exactly the same thing happen to them and I really don't know if this is real or they have just taken us for a ride, because it's all very strange. But let's see if in 14 days, as you say, I find my withdrawals.

somos mucha gente que le pasa exactamente lo mismo y realmente no sé si esto es real o simplemente nos han tomado el pelo, porque todo es muy raro. Pero bueno aver si en 14 días como decís me encuentro con mis retiradas.

Dear sesteban73, since the 14-day period has now passed, could you kindly inform me if your withdrawal was processed? Have you received your winnings?

Dear sesteban73,

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.