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Good morning. I'm writing because I made a €200 withdrawal on the 21st, and it hasn't been processed, nor can I cancel it. I've made another withdrawal since then, and it's been processed without a problem, but that one has been put on hold. Customer service tells me they're reviewing it. It doesn't seem logical to me that, having made another withdrawal after that one and it being processed successfully, I have to keep waiting for the previous one, only to be told that it's being reviewed. I find this strange and request that the withdrawal be processed immediately.

Buenos días. Escribo porque el día 21 hice una retirada de 200€ y no se ha llegado a procesar ni me permite cancelarla. Después de esa he hecho alguna otra retirada y se ha procesado sin problema pero esa se ha quedado paralizada y desde atención al cliente me indican que lo están revisando pero no me parece lógico que habiendo realizado otra retirada después de esa y haberse procesado bien tenga que seguir esperando por la anterior y solamente se limiten a decirme que lo están revisando. Lo encuentro extraño y solicito que procedan con la retirada de inmediato.

Dear AGS977,

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 within 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

Dear AGS977,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and a reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru