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I've been trying to make a withdrawal for a month, I've tried with both card and transfer but nothing works, I sent an email and spoke with a virtual assistant but my money never ends up in my bank account. What can I do?

Llevo un mes intentado realizar una retirada, he probado con targeta y transferencia y no hay manera, mande correo y hable con asistente virtual yi dinero nunca acaba en mi cuenta bancaria. Que puedo hacer?

Dear venuasiana,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

Could you please confirm that you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Could you please describe in more detail what seems to be the problem with the withdrawal methods you've tried so far?

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

Best regards

Veronika

Good morning, in verification I know that my account does not need verification.

My winnings have not been accumulated by active bonus.

I don't know what is the cause of the problem, or why they are thrown back, in the case of the card it is the same one that made the deposit, and on the third attempt a virtual agent told me to try the transfer and the option was not a source of credit either. the situation. I have no response to the error from them.

Buenos dias, en verificacion me consta en que mi cuenta no necesita verificacion.

Mis ganancias no han sido acumuladas por bono activo.

No se cual es la causa del problema, ni porque se tiran atras, en el caso de la targeta es la misma que efectue el deposito, y en el tercer intento un agente virtual me dijo que probara transferencia y la opcion no fue tampoco fuente de la situación. No tengo respuesta del error por parte de ellos.

Thank you for the screenshots. Could you please also post your transaction history (deposits/withdrawals) here?

Have you contacted customer support regarding this issue? Did they suggest any solution?

Dear venuasiana,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.