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Good morning, on November 12, I made my first withdrawal request for €500 via e-wallet. It's currently pending verification. I've contacted support several times to ask for clarification, but they always get the same response. There are currently delays and no documents are required at this time. What can I do?

Buongiorno, in data 12/11 ho effettuato la mia prima richiesta di prelievo di 500 euro tramite portafoglio elettronico. Attualmente è ancora in attesa di verifica. Ho contattato svariate volte l'assistenza per chiedere spiegazioni in merito ma viene sempre fornita la stessa risposta. Attualmente ci sono ritardi e che non servono documenti al momento. Cosa posso fare?

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Dear Kiara9619,

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 Kiara9619,

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.

Good morning, unfortunately not yet. The first withdrawal I made on November 12 is still pending. I'm attaching a screenshot from this morning.

Buongiorno, purtroppo ancora no. Il primo prelievo da me effettuato il 12/11 è ancora in attesa. Allego screenshot di questa mattina.

I'm adding an update. Today I received an email to verify my account.

Aggiungo aggiornamento. Oggi mi è arrivata mail per la verifica dell'account

Dear Kiara9619, thank you for the update.

Could you please confirm whether you have submitted all of the documents requested by the casino?

Additionally, could you please share your communication with the casino? 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 Kiara9619,

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.

Good evening, I already emailed you the screenshots a week ago. However, they made me upload the documents again, but without any explanation. Verification is currently pending.

I emailed them complaining that the first withdrawal request was made on November 12. They couldn't give me a plausible explanation.

Buonasera , le avevo già mandato una settimana fa via mail gli screenshot. Comunque mi hanno rifatto caricare dinuovo i documenti ma senza una spiegazione. Al momento la verifica è in attesa.

Ho mandato mail lamentando il fatto che la prima richiesta di prelievo risale al 12/11. Non mi hanno saputo dare una spiegazione plausibile.

Dear Kiara9619,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.