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Good afternoon,

I had submitted a withdrawal request on the 30th of March. It remained pending for two whole days. After two days, I received an email from KYC requesting another document, which I promptly provided. Yet, another day passed and the request was still pending. Suddenly, without any warning, the balance returned to the game and on the transaction page, it stated "failed". I asked for an explanation via CHAT, to which they responded that there was a processing error and I would have to submit a new withdrawal request. I did so, and now heading into the second day, my withdrawal request is still pending! They haven't provided me with a timeframe for the transaction, only asking me to "be patient". The information provided on the chat is futile... They don't provide concrete answers to any questions, they simply ask for patience and state they will forward the concern to the relevant department. Any question asked is met with the same response. In conclusion, the chat support is mediocre.

Boa tarde,

tinha um pedido de levantamento feito no dia 30 de março. Ficou sempre pendente durante dois dias. Passados dois dias recebi um email por parte da KYC a pedir mais um documento, enviei o documento pedido. Passou mais um dia e continuou pendente. Até que de um momento para o outro, sem ser avisada.... o saldo voltou para o jogo e tinha no sitio da transação a dizer - falhou! Pedi explicações via CHAT, ao que me disseram que: houve um erro no processamento e que teria de pedir novo levantamento. Já o fiz, vou a caminhar para o segundo dia e o pedido de saque mantém-se pendente! Não me dão prazos para fazerem a transação, só me pedem - paciência! a Informação que dão no chat é nula.... Não respondem a nada em concreto, Limitam-se a pedir paciência e que vão enviar declaração para o departamento responsável. Tudo o que se pergunta respondem desse modo. Conclusão, o apoio no chat é medíocre.

Dear Miidelgado,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Wait 14 days? This has not been seen since the last century. In addition to complaining about the withdrawal that doesn't arrive... I complain about the lack of information and lack of clarity in your contact details with the customer. It's mediocre and they simply respond with pre-made messages.

Aguardar 14dias? Isso já não se vê desde o século passado. Além de reclamar o saque que não chega... Reclamo a falta de informação e falta de clareza dos seus mais de contacto com o cliente. É medíocre e simplesmente respondem com mensagens pré feitas.

I understand your frustration with the lengthy processing times. Has the casino approved all your identity documents? Could you kindly advise what the current status of your withdrawal request is? Is it still pending or has it been processed?

After days and days of waiting and errors on their part, they paid my withdrawal. Obviously I have already closed my account at that casino. You, guru, can close as resolved... As always!

Após dias e dias se espera e de erros por parte deles, pagaram o meu saque. Obviamente já encerrei a conta nesse casino. Vocês, guru, pode encerrar como resolvido... Como sempre!

Dear Miidelgado,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru