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Hello, I can't withdraw 5,000 UAH. Verification is taking a while, saying +/- 30 seconds. Then they sent me an email saying it would take 24 hours. After 24 hours, they said it would take 1-3 days. I sent the documents on the morning of May 10, 2026. Screenshots are attached.

Здравствуйте, не могу вывести средства 5000 UAH, затягивают верификацию, написано +-30сек,затем прислали письмо 24часа,по истечению 24часов прислали, что нужно 1-3дня. Документы отослала утром 10.05.2026. Скриншоты прилагаю

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Dear Kasa,

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

1. 7

Hello, I'd like to point out right away that I'm from Ukraine, and I'm in France because I used a VPN to access your website, and my documents are Ukrainian. However, please note the time intervals, which range from 30 seconds to 1-3 days, suggest they're deliberately delaying verification and withdrawal. I've provided the necessary documents and emailed them a duplicate. I find this unacceptable.

Здравствуйте, хочу сразу сказать, что я из Украины, Франция потому что использовала vpn для входа на Ваш сайт, документы украинские. Но я Вас прошу обратить на временные промежутки, которые скачат от 30сек до 1-3дня,что говорит о намеренно затягивании верификации и выводе. Нужные документы передала и продублировала им на почту. Я считаю это неприемлемым.

Hello, I'm attaching a fresh screenshot from support (Agent Sofia). Now they claim the issue has been forwarded to their technical department, and again, they're not giving any specific timeframe. This is the third explanation for the delay in the last few days. The casino is clearly dragging its feet on the verification process and breaking all of its previous promises to me. I'm asking for an intermediary to intervene, as the situation hasn't changed since May 10th.

Здравствуйте, добовляю свежий скриншот от поддержки (агент София). Теперь они заявляют, что вопрос передан в тех отдел, и снова не называют никаких конкретных сроков. Это уже третья версия причин задержки за последние несколько дней. Казино уже явно затягивает процесс верификации нарушает все свои предыдущие обещания, данные мне ранее. Прошу посредника вмешаться, т к ситуация не меняется с 10мая.