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I made a profit of €5053.41 by requesting the first withdrawal of €1500, the maximum withdrawal amount. I then requested another withdrawal within the established timeframe, but the casino canceled it with an email notification without any justification. I had to request a new withdrawal, which they also canceled. The next day, I found my account blocked for review of documents I had already submitted. These documents are still unverified, and I am unable to collect the first withdrawal, which was about to be processed and is also blocked. Five days have passed since I submitted the documentation, and I am still waiting for a response from them. [email protected] without receiving a response from them to various emails sent to that department.

He obtenido un beneficio de 5053,41€ solicitando el primer retiro de 1500€ al ser el máximo monto de retiro,para volver a solicitar mi nuevo retiro en el plazo establecido, cancelando el retiro por parte del casino con un aviso por email sin justificación alguna, teniendo que volver a solicitar nueva mente un nuevo retiro que vuelven a cancelar, encontrándome al día siguiente con el bloqueo de la cuenta por revison de documentos ya envíados; y que aún siguen sin verificar y sin poder cobrar el primer retiro que ya estaba para finalizar quedándose también bloqueado, sigo a la espera después de haber pasado 5 días desde el envío de la documentación, a la contestación de [email protected] sin recibir respuesta por su parte a diferentes email enviados a ese departamento.

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Dear Patri180391,

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