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I am not able to withdraw the amount from my account. I need you to help me with the step by step to help me solve this problem.

Não estou conseguindo sacar o valor da minha conta. Preciso que me ajudem com o passo a passo pra me ajudar a resolver esse problema.

Dear leandrofregonesi2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I sent all the attached documentation to verify, but so far I have not received any return, I make the withdrawal request, I receive in my email that the withdrawal was sent for processing but I have no return and the amount is not transferred to my account.

Eu enviei toda a documentação em anexo para fazer a verificação, porém até o momento não obtive nenhum retorno, faço a solicitação de saque, recebo em meu email que o saque foi enviado para processamento porém não tenho retorno e o valor não e transferido para minha conta.

How many days ago you've requested the withdrawal, please?

Dear leandrofregonesi2022,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting 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.