The player from Portugal has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Several times I try to make the withdrawal I receive a message in the email saying that it was accepted and days go by and nothing...
Dear Marcelo67,
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
Dear Marcelo67
The KYC is not yet completed. Please refer to the e-mail that was sent 7 hours ago, and we repeatedly sent once again just now.
Kind regards