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On May 22, I made a withdrawal of 300 euros, it seems that that day, there were technical problems and the money is still in the money, I have contacted the chat several times, but the issue has been many days and the problem continues .

I brought it to the attention of the casino and later I have carried out a dispute procedure, the issue that has passed several days has already been a fault, as they inform me, it has not been fixed, the money is withheld

El día 22 de Mayo realice un retiro de 300 euros, parece ser que ese día, hubo problemas técnicos y todavía esta encañado el dinero, me he puesto varias veces en contacto con chat, pero la cuestión que han pasado muchos dias y el problema sigue.

Lo puse en conocimiento del casino y posteriormente he realizado un procedimiento de disputas, la cuestión que han pasado varios dias y a avería según me informan no esta arreglada, el dinero esta retenido

Dear JOSAVA2012,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

The verification is correct, and based on what has been said, I will wait until June 14, which will be the 14 days recommended by you, the experts. If after those days I will contact you again, I thank you for your intermediation and I request that you please not close the claim until the deadline has elapsed, if I had received the money, I would notify you immediately requesting the closure of the complaint

a cordial greeting

La verificación esta correcta, y atendiendo a lo comentado esperare hasta el 14 de Junio que harán los 14 dias recomendados por ustedes los expertos, Si transcurridos esos dias le pondré nuevamente en contacto con ustedes, les agradezco su intermediación y les solicito que por favor no me cierren la reclamación hasta transcurrir el plazo, en caso de haber recibido el dinero lo comunicaría de manera inmediata solicitando el cierre de la queja

Un cordial saludo

I fully understand your frustration, JOSAVA2012. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

THE TRANSCRIPT OF THE CHAT LAST SATURDAY

Can you pass me to Ana please?

you are online

You have been transferred to: Karolina.

josefina saludes valley 16:54

how is my theme

You have been transferred to: John Smith.

josefina saludes valley 16:54

hello

John Smith 16:54

Hello Josephine

josefina saludes valley 16:55

Ana is

or at least someone can tell me how my theme is

because it's been more than 10 days

and it should have been resolved

you are online

John Smith 5:00 p.m.

unfortunately, the finance department is not working at the moment. I will submit a request to have someone verify for you.

josefina saludes valley 17:00

I will send a complaint to the license

John Smith 5:02 p.m.

What are you talking about?

what is the problem

josefina saludes valley 17:03

this anna

John Smith 17:04

What happened?

josefina saludes valley 17:05

give me 5 minutes

John Smith 5:06 p.m.

okay

josefina saludes valley 17:06

Re: Ticket #N53BP: PENDING FIX WITHDRAWAL FOR FINANCES

John Smith 5:12 p.m.

the finance and technology department are dealing with the problem of your withdrawal since you requested to withdraw to a credit card and this option is not available only bank transfer or wallets and no information was filled out it went to credit card withdrawal and now the withdrawal is pending and needs to be fixed internally to change the option

we appreciate your patience but we are working on it for you

josefina saludes valley 17:15

thank you

Read

John Smith 5:15 p.m.

you are welcome

ReplyForward

LA TRANSCRIPCION DEL CHAT EL PASADO SABADO

me pasas con Ana por favor

estas en linea

Has sido transferido a: Karolina.

josefina saludes valle 16:54

como esta mi tema

Has sido transferido a: John Smith.

josefina saludes valle 16:54

hola

John Smith 16:54

Hola Josefina

josefina saludes valle 16:55

Ana esta

o al menos alguien me puede decir como esta mi tema

porque ya hace +de 10 dias

y ya se tenia que haber resuelto

estas en linea

John Smith 17:00

desafortunadamente, el departamento de finanzas no está trabajando en este momento. Enviaré una solicitud para que alguien verifique por usted.

josefina saludes valle 17:00

mandare una queja al de la licencia

John Smith 17:02

¿de qué estás hablando?

cuál es el problema

josefina saludes valle 17:03

esta Ana

John Smith 17:04

¿qué pasó?

josefina saludes valle 17:05

dame 5 minutos

John Smith 17:06

OK

josefina saludes valle 17:06

Re: Ticket #N53BP: PENDIENTE ARREGLAR EL RETIRO PARA FINANZAS

John Smith 17:12

el departamento de finanzas y tecnología están lidiando con el problema de su retiro ya que solicitó retirar a una tarjeta de crédito y esta opción no está disponible solo transferencia bancaria o billeteras y no se llenó información fue a retiro de tarjeta de crédito y ahora el retiro es pendiente y necesita ser arreglado internamente para cambiar la opción

apreciamos su paciencia pero estamos trabajando en ello para usted

josefina saludes valle 17:15

gracias

Leído

John Smith 17:15

de nada

ResponderReenviar

TODAY'S CHAT

Name:

josefina saludes valley

E-mail:

colectiupapasdealex@gmail.com

josefina saludes valley 14:57

Hello Ana, I see that finances remain the same

Anna 2:58 p.m.

yep I don't have any news yet, they tell me to wait

josefina saludes valley 14:58

more still

Anna 2:59 p.m.

I don't know how much, they are working on it

josefina saludes valley 14:59

It tastes bad to me but I will have to act

Anne 15:00

wait a little to see how it ends the day is early

josefina saludes valley 15:00

It will end the same as the other days

unresolved,

I hope I have

Anna 15:01

please yes

josefina saludes valley 15:01

if not I will have to act

Read

Anna 15:01

I understand I'm on top of this

Hello Maria Teresa, how are you?

josefina saludes valley 15:02

I will look for an independent regulator and present the case

a greeting I will wait

Sent

CHAT DE HOY

Nombre:

josefina saludes valle

E-mail:

colectiupapasdealex@gmail.com

josefina saludes valle 14:57

Hola Ana, veo que finanzas sigue igual

Ana 14:58

sip n o tengo ninguna noticia aun, me dicen esperar

josefina saludes valle 14:58

mas todavia

Ana 14:59

no se cuanto , se estan tarbajando en eso

josefina saludes valle 14:59

me sabe mal pero tendre que actuar

Ana 15:00

espera un poquito a ver como ternima el dia es temprano

josefina saludes valle 15:00

acabara igual que los demas dias

sin resolverse,

espero haber

Ana 15:01

porfa si

josefina saludes valle 15:01

si no tendre que actuar

Leído

Ana 15:01

entiendo estoy encima de esto

Hola Maria Teresa como estas?

josefina saludes valle 15:02

buscare un regulador independiente y expondre el caso

un saludo esperare

Enviado

Good afternoon Petronela, as you may have seen I am looking for the solution by chat, but instead of looking for solutions they are giving me a long time as I demonstrate in the chats, here is the one from this afternoon

Name:

JOSEFINA GREETINGS VALLEY

E-mail:

colectiupapasdealex@gmail.com

JOSEFINA GREETINGS VALLEY 17:54

hello again Caroline

Caroline 17:54

Hi Josephine!!

JOSEFINA GREETINGS VALLEY 17:55

I know I'm heavy but the topic requires it

did you say something finance

Caroline 17:55

I have to check

JOSEFINA GREETINGS VALLEY 17:55

thank you

I'm Online

at the moment in my account they do not appear

Caroline 17:58

Ana is not here right now, I need to ask her. I'll tell him to contact you when he returns to give you information.

JOSEFINA GREETINGS VALLEY 17:58

Ana I have spoken with her

this morning

As I see that the solution does not arrive, unfortunately I will have to take action

it's been many days

there is a conflict resolution procedure that opens

and i think you should fix it

unfortunately you will receive notifications

Read

All the best

Buenas Tardes Petronela, como habrás podido comprobar estoy buscando la solución por chat, pero en vez de buscar soluciones me están dando largas tal como demuestro en los chats, aqui te dejo el de esta tarde

Nombre:

JOSEFINA SALUDES VALLE

E-mail:

colectiupapasdealex@gmail.com

JOSEFINA SALUDES VALLE 17:54

hola de nuevo Karolina

Karolina 17:54

Hola, Josefina!!

JOSEFINA SALUDES VALLE 17:55

se que soy pesada pero el tema lo requiere

ha dicho algo finanzas

Karolina 17:55

Necesito verificar

JOSEFINA SALUDES VALLE 17:55

gracias

estoy en linea

de momento en mi cuenta no aparecen

Karolina 17:58

Ana no está aquí en este momento, necesito preguntarle. Le diré que se comunique contigo cuando regrese para darte información.

JOSEFINA SALUDES VALLE 17:58

Ana he hablado con ella

esta mañana

como veo que la solucion no llega, lamentablemente tendre que tomar acciones

ya son muchos dias

hay un procedmiento de resolucion de conflictos que abri

y creo que debeis de solucionarlo

lamentablemente os iran llegando notificaciones

Leído

Un saludo

I AM ATTACHING THIS INFORMATION THAT I HAVE RECEIVED BY EMAIL, AFTER I COMMUNICATED TO THE CASIO THAT I PUT IN CONTACT WITH YOU

Hello Josephine;

How are you queen, I need you to send me all your bank details for bank transfer, IBAN, SWIFT, bank address, your full name.

They will make a manual transfer tomorrow because the system failure is still there

A hug!!!

Analysis

ADJUNTO ESTA INFORMACION QUE ME HA LLEGADO POR EMAIL, DESPUES DE COMUNICAR AL CASIO QUE ME PUSE EN CONTACTO CON VOSOTROS

Hola Josefina;

Como estas reina, necesito me envies todos tus datos del banco para trnsferenci bancaria, IBAN, SWIFT, direccion del banco , tu nombre completo.

Te haran mañana una trasnferencia manual dxebido a que aun esta la falla del sistema

Un abrazo!!!

Análisis

Perfect. I hope it'll work. Please keep me informed about any further developments.

Hello Petronela , this complaint can be considered closed, the casino has kept its word and has transferred the amount of 300 euros to my account and they are already in it.

I want to thank both you for the help provided, as well as the casino that has kept its word, issue resolved

Hola Petronela, esta queja se puede dar por cerrada el casino a cumplido su palabra y me ha transferido el importe de 300 euros a mi cuenta y ya están en la misma.

Quiero dar las gracias tanto a vosotros por la ayuda prestada, como al casino que ha cumplido su palabra tema resuelto

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, JOSAVA2012, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

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