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I made a withdrawal on May 30 and they told me that it took 7 days to process, it's been 9 days and nothing. I've tried to talk to support and they haven't even answered me. They have closed the chat directly to me... let's see if you can help me

Hice un retiro el 30 de mayo y me dijeron que tardaban 7 días en procesarse, ya llevo 9 días y nada. He intentado hablar con el soporte y ni me han contestado. Me han cerrado el chat directamente.. a ver si podéis ayudarme

Dear Luixi23,

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,

Tomas

Okay Tomás, I'll wait until June 13 and if they don't tell me anything again about the retirement, I'll write to you again to see if you can help me.

Thank you so much

De acuerdo Tomás, esperaré hasta el 13 de junio y si no me dicen nada de nuevo del retiro , te vuelvo a escribir a ver si podéis ayudarme.

Muchas gracias

Dear Luixi23,

was there any progress with the withdrawal of your winnings from the casino?

Nothing new Thomas.

On the contrary... I go to the chat and they don't answer me or they close the conversation at the moment.

I have sent an email and they have not answered me.

See if you can help. Thank you so much

Nada nuevo Tomás.

Al contrario.. voy al chat y ni me contestan o me cierran al momento la conversación.

He enviado un mail y no me han contestado.

A ver si podéis ayudarme. Muchas gracias

Take good news. Withdrawal processed!!! I don't know if you had something to do with it or not... anyway, thank you very much for everything.

Greetings

Tomás buenas noticias. Retiro procesado!!! No se si has tenido algo que ver o no.. de todas maneras muchas gracias por todo.

Saludos

Dear Luixi23,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas

Casino.Guru