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I submitted a withdrawal request for €319; my account is verified, but the casino has refused to pay and hasn't responded to my emails for days.

Withdrawal requested on the 13th

Submeti um levantamento de 319€, a minha conta está verificada, e o casino recusa-se a pagar e a responder aos meus e-mails há dias.

levantamento feito dia 13

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Dear Pedrosoares26,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina