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Good afternoon,

I am reporting 3 pending payments of €50 each that have been pending since December 26th.

Since that date, I have made new withdrawals on other days - exactly by the same method - all of them approved and paid within hours. The payments from the 36th day remain pending.

If you are processing withdrawals made after the older ones using the same method, why are the older ones still pending?

Boa tarde,

reclamo 3 pagamentos de 50€ cada que se encontram pendentes desde dia 26 de dezembro.

Após essa data já fiz novos levantamentos, emoutros dias - exactamente pelo mesmo método - todos eles aprovados e pagos em horas. Os pagamentos de dia 36 continuam pendentes de pagamento.

Se me pagam os levantamentos que sao feitos posteriormente pelo mesmo método, porque é que os antigos continuam pendentes?

Dear Miidelgado,

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good afternoon, as you can see from the print, through the same system (bank transfer) I already made withdrawals on later days, when the withdrawal was even higher and they were approved and paid within a few hours! Only those from the 26th are still pending! It's any of their mistakes! But now they neither pay nor release the money to play.

If transactions are made in order, it makes no sense to pay the most recent ones and leave the oldest ones unpaid.

Boa tarde, como pode ver pelo print, através do mesmo sistema (transferencia bancaria) já fiz levantamentos em dias posteriores, em que o levantamento até era superior e foram aprovados e pagos em poucas horas! só as do dia 26 continuam pendentes! é um erro qualquer deles! Mas agora nem pagam nem liberam o dinheiro para jogar.

Se as transaçoes sao feitas por ordem, não tem logica pagarem as mais recentes e deixarem as mais antigas por pagar.

Hi Miidelgado,

• Could you please advise if your winnings from pending withdrawals were accumulated with or without an active bonus?

Thank you.

No active bonus!

However, they have already made the payments.

This does not mean that what happened was normal!

They just paid, they didn't give any justification for not having paid the arrears ahead of the new ones.

Sem bonus ativo!

entretanto já fizeram os pagamentos.

Com isto, não quer dizer que o que aconteceu era normal!

Eles só pagaram, não deram nenhuma justificaçao para nao terem pago os atrasados à frente dos novos.

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