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Hello, I am writing to file a dispute regarding a €1800 payment that is delayed and has not yet been credited to my card.

The withdrawal was supposed to be immediate, but it's still not reflected in my account.

Could you help me? Regards.

Buenas, les escrito para poner una disputa en valor de 1800€ que se retrasan y no llegan a mi tarjeta.

supuestamente el retiro debería de ser inmediato y sigue sin verse reflejado en mi cuenta.

me podrían ayudar? Un saludo.

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Dear Osorio,

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,
Complaints Resolution Center

Dear Osorio,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Osorio,

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.