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I made a withdrawal request on the 7th of September for 200€.

To date, I still haven't received the amount, after sending the documents, and having already made several complaints both by email and chat. They say they are checking documents and awaiting authorization

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Fiz pedido de levantamento no dia 7 de Setembro de 200€.

Até hoje ainda nao recebi o montante, depois de ter enviado os documentos, e ja ter feito varias reclamações tanto por email como por Chat. Dizem que estao a verificar os documentos e a aguardar a autorizaçã

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Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Was your account verified alreday?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

My account has already been verified, I've even sent several emails and it's always the same answer, which is waiting for the finance department. Below, I'll resend what they wrote to me in the last email:

"Hello,

First of all, we really apologize for the delay. It turns out that sometimes the withdrawal process takes a little longer than expected. Our finance colleagues are currently facing a high volume of requests, so please be patient. Either way, we'll send a reminder about your case to our finance team to see what's happening with your payment. As soon as we receive feedback from our colleagues, we will let you know.

We hope your payment will be processed soon.

Yours sincerely,

Mark

Customer Support Team"

A minha conta ja foi verificada, inclusive ja enviei varios emails e é sempre a mesma resposta, que estao á espera do departamento financeiro. abaixo reenvio o que me escreveram no ultimo email por parte deles:

"Olá,

Em primeiro lugar, realmente pedimos desculpas pelo atraso. Acontece que às vezes o processo de retirada demora um pouco mais do que o esperado. Nossos colegas da equipe de finanças estão enfrentando atualmente um grande volume de solicitações, portanto, pedimos a você que seja paciente. De qualquer forma, enviaremos um lembrete sobre o seu caso para nossa equipe de finanças para verificar o que está acontecendo com o seu pagamento. Assim que recebermos feedback de nossos colegas, iremos informá-lo.

Esperamos que seu pagamento seja processado em breve.

Atenciosamente,

Mark

Equipe de Suporte ao Cliente"

Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Daniel!

I will take care of your complaint from now on. I would like to invite representatives of

OlympusPlay Casino into this complaint in order to help us resolve the withdrawal issue.

I still don't receive any kind of justification from the casino.

The situation continues to drag on, and in no time it will be 4 months without seeing the money.

It's a shame.

Continuo sem receber qualquer tipo de justificação por parte do casino.

A situação continua a arrastar-se, e daqui a nada ira fazer 4 meses sem ver o dinheiro.

É uma vergonha.

We would like to ask OlympusPlay Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Daniel,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.