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I registered in this casino on January 1, they very kindly asked me for documents for verification, I sent everything, they told me that the credit card would send it with some numbers covered, I sent it again as they wanted, I played several times to several slots, and I won more than 500, I withdrew 500 euros on January 6, it said that withdrawals were accepted for a maximum of 24 hours, I wrote to them and since it was the weekend they told me I had to wait, on the 12th they sent me an email saying that the withdrawal was not successful, that he send the complete number of my mastercard card and with the expiration date visible (first they ask me for it with some number covered and now that they all be seen) I sent it to him, but I had to make another Once the withdrawal, to this day they have only told me that I have to continue waiting, can you help me? I don't know what else to do, they just tell me to wait and I don't trust them.

Me registre en este casino el dia 1 de enero, muy amablemente me pidieron documentos para la verificacion, envié todo, me dijeron que la tarjeta de credito la enviara con algunos numeros tapados, lo volvi a enviar como ellos querian, jugue varias veces a varios slots, y gane mas de 500, me retiré 500 euros el dia 6 de enero, ponia que aceptaban las retiradas max 24 horas, les escribi y como era fin de semana me dijeron que tenia que esperar, el dia 12 me mandaron un email diciendo que la retirada no tuvo exito, que mandara el número completo de mi tarjeta mastercard y con la fecha de caducidad visible( primero me la piden con algun numero tapado y ahora que se vean todos) se la envie, pero tuve que volver a hacer otra vez la retirada, a dia de hoy solo me han dicho que tengo que seguir esperando, me podeis ayudar? Ya no se que mas hacer, solo dicen que espere y no me fio de ellos.

Dear Ysatis74,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It sounds that the casino had some problems with the payment provider to handle your payout therefore, they had to process it manually. Do I understand correctly that the money has been sent to your bank account on 12/1/22?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply.

Best regards,

Petronela

It has been in process since the 12th but on the 6th I already made the same withdrawal and they revoked it and asked me for the card number again but this time all the numbers had to be seen, is that normal? For verification they asked me for the card with the first 6 and last 4 visible numbers.

Esta en proceso desde el dia 12 pero el dia 6 ya hice la misma retirada y me la revocaron y me volvieron a pedir el numero de tarjeta pero esta vez se tenian que ver todos los numeros, eso es normal? Para la verificacion me pidieron la tarjeta con los 6 primeros y 4 últimos números visibles.

No, this capture is as I have made the withdrawal, it is still pending.

No, esta captura es conforme yo he echo el retiro, esta pendiente aún.

Great news Ysatis74. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.

Good morning, today I have received 3 emails saying that my bank does not accept the money, it is a MasterCard, and they tell me to get a MasterCard or a cryptocurrency card, I do not know whether to call Ing Haber because they do not accept the transfer

Buenos dias, hoy me han llegado 3 correos diciendo que mi banco no acepta el dinero, es mastercard, y me dicen que me haga una tarjeta mastercard o de criptomonedas, no se si llamar a ing haber porque no aceptan la transferencia

I have opened an e-wallet Mifinity I am awaiting verification so I can withdraw at the casino, for now the withdrawal is still approved.

Me he abierto una e-wallet Mifinity estoy en espera de verificación asi poder retirar en el casino, de momento sigue aprovada la retirada.

Perfect Ysatis74 🙂 Please keep me informed.

Good morning, the casino has already sent me the money through Mifinity, thank you very much for the help, we can now close the case.

Buenos dias, el casino ya me ha enviado el dinero por Mifinity, muchas gracias por la ayuda ya podemos cerrar el caso.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ysatis74, 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

Casino.Guru