The player from Spain has requested a withdrawal two weeks ago. It hasn’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.
The problem is that once I completed all the requirements to make the withdrawal, with the withdrawal approved by the casino, the income did not reach me. But the worst thing is that after 15 days I find that my account is uninhabited, making it impossible to access my casino account. In the first communication I have with the casino (10 days after the withdrawal approval) they tell me to keep waiting. Say that I made the income that they require as a condition to make the withdrawal, approved documentation and approved withdrawal.
Dear alberto,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal attempt in this casino? Do I understand correctly that your payment has been processed but never reached you?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela