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My ID is 10***902. I applied for withdrawal on September 6. The online customer service told me that it would take 48 hours at most. I consulted the customer service on September 8 and was told that I needed to send an email! I uploaded my information on September 9. Up to now, on September 21, there has been no reply and no money has been received

Dear libingo159,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you provided documents to verify your identity? Have you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I didn't receive a letter about the verification confirmation, the document I sent was probably a kyc verification document! It was what they needed, and without any instructions, I sent my ID and took a selfie with the ID! I have had withdrawals before and this is not my first!

I didn't receive a letter about the verification confirmation, the document I sent was probably a kyc verification document! It was what they needed, and without any instructions, I sent my ID and took a selfie with the ID! I have had withdrawals before and this is not my first!

Thank you for your reply, libingo159. Could you please advise when exactly you made your last successful withdrawal? Approximately how many days did it take to be processed?

Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Dear libingo159,

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 forced to close 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.