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My problem is that I put money into my casino account and started playing and I won a prize of a few euros and when I decided to withdraw part of the money they logically asked me for the documents but that is where the problem is when I send the documents all the documents are rejected absolutely all of them they told me that I had to wait to verify around 24 hours and what it does is delete my documents instead of verifying it and it tells me that it has been rejected I have been in this for around two days and I have not been able to solve the problem if it is not going to be like that I would like my money back

mi problema es que le puse dinero a la cuenta mía de casino y empecé a jugar y me gané un premio de unos cuantos euros y cuando decidí retirar una parte del dinero me pedían lógicamente los documentos pero ahí es donde está el problema cuando el envío los documentos todos los documentos son rechazados absolutamente todos me dijeron que tenía que esperar para verificar alrededor de 24 horas y lo que hace es eliminar mis documentos en vez de verificarlo y me pone que ha sido rechazado ya llevo alrededor de dos días en esto y no he podido solucionar el problema si no va a ser así quisiera que me devolvieran mi dinero

Dear chaquetero9317,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear chaquetero9317,

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 chaquetero9317,

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 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,
Dominika
Casino.Guru