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I made the withdrawal according to the 72-hour timeframe, and it's been so long and they still haven't deposited the money.

Hice el retiro según son 72 hrs y ya cuánto a pasado y nomás no me depositan

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Dear Geritamtzpe,

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

So why do they promise it will be in 72 hours? Another user who made a withdrawal on the same day already received their deposit the day before yesterday, and I've received nothing.

Entonces para que prometen que en 72 horas además otro usuario que realizó el retiro el mismo día ya le llegó su depósito antier y a mí nada

Dear Geritamtzpe,

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.

I haven't received anything, they don't resolve anything for me, they just keep telling me the same thing, that it's in process. I send messages almost daily and they tell me the same thing.

No eh recibido nada ni me resuelven nada solo me dicen lo mismo que está en proceso casi diario mando mensaje y me dicen lo mismo

Dear Geritamtzpe, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Dear Geritamtzpe,

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,
Attila
Casino.Guru