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I requested a withdrawal from the 26th. Their terms and conditions say the money will be reflected in my account in 2 days max. But they say after those 2 days there are another 5 days that one must wait while their provider processes it (information that is not in their terms and conditions) those 5 days have passed and they are just going to send me my transfer receipt so now I can go to my bank to still solve the problem, but who knows when they will give me that receipt since they tell me it can take days, even though my account is verified and also my bank account, since I have previously withdrawn to that bank account, anyway they make it tiresome and always say the same thing, but they do not do their job which is to solve.

Solicite retiro desde el 26. En sus términos y condiciones dice que el dinero se reflejará en mi cuenta en 2 días max. Pero ellos dicen que después de esos 2 días hay otros 5 días que uno debe de esperar en lo que su proveedor lo procesa (información que no está en sus términos y condiciones) ya pasaron esos 5 días y apenas van a mandarme mi comprobante de transferencia para que ahora si yo vaya a mi banco todavía a solucionar el problema, pero quien sabe cuando me darán ese comprobante ya que me dicen que puede tardar días, total aunque mi cuenta esté verificada y también mi cuenta bancaria, ya que he retirado antes a esa cuenta bancaria, de todas formas ellos la hacen cansada y siempre dicen lo mismo, pero no se ponen a hacer su trabajo que es solucionar.

Dear Jonathan7766,

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.

Well, my account is already verified and the amount is small, it is not the first time I withdraw but it is the most tiring and time-consuming.

Pues es que mi cuenta ya está verificada y el monto es pequeño, no es la primera vez que retiro pero si la más cansada y tardada

Dear Jonathan7766,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I still haven't received my refund. 7 days ago they told me they would send me proof of the transfer so I could go to my bank to see what happened. But they keep counting the days and can't send me my proof. They always tell me the same thing (to be patient and wait for the email with the proof), but how many more days do they want me to wait? It's worth mentioning that in their terms and conditions they say that once you request a refund, it should be in your bank account within a maximum of 2 days (it's been 15 days and nothing), and they still tell me to be patient.

aun no recibo mi reintegro, desde hace 7 días me dijeron que me mandarían el comprobante de la transferencia para que yo vaya a mi banco a ver qué pasó? Pero siguen contando los días y no pueden mandarme mi comprobante, siempre me dicen lo mismo (que sea paciente y que espere el correo con el comprobante) pero cuantos días más quieren que espere? Cabe mencionar que en sus términos y condiciones ellos dicen que una vez que tú solicites un reintegro este deberá estar ya en tu cuenta bancaria en un plazo máximo de 2 días (llevo 15 días y nada) y todavía me dicen que sea paciente

Now they asked me for account statements from when I requested the withdrawal to the date, for which I had to go to the bank because they are very recent days and only there could they give them to me, I already sent them but still nothing

Ahora me pidieron estados de cuenta desde que pedí el retiro a la fecha a lo cual tuve que ir al banco porque son días muy recientes y solo ahí me los podían dar, ya se los mandé pero aún nada

Dear Jonathan7766,

Would it be possible to forward the communication between you and the casino along with the same bank statement which you have sent them to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick