I did everything correctly, including making a deposit and playing with the deposited money. However, when I tried to withdraw my profits, they still haven't appeared in my account and the support team isn't responding to my messages.

Fiz tudo certinho inclusive depositei e joguei cm o dinheiro do depósito,porém qndo fui retira meus lucros até hj n?o caiu na minha conta e o suporte n?o responde minhas mensagens

Dear flaviapereira563, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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

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. 

Best regards, 

Veronika

There on the platform it appears that my withdrawal was successful, but it didn't go into my account, I played with the money I deposited and I also played with bonuses, both together, I was approved at kyc, but it didn't help but it still hasn't gone down...

I did everything right, even the bank account is fine, but it didn't go into my account.

Lá na plataforma aparece q o saque meu saque foi bem sucedido,porém n?o caiu na minha conta, eu joguei cm dinheiro q eu depositei e tbm joguei cm b?nus ambos juntos eu fui aprovado na kyc ,mas n?o adiantou msm assim ainda n?o caiu...

Fiz tudo certinho até a conta bancária tá TD certo mas n?o caiu na minha conta

Could you please specify when exactly you requested your winnings to be paid out? Could you please specify what the status of your withdrawal request is? Is it approved or pending?

You may also post the screenshot with your withdrawal history here.

Dear flaviapereira563,

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.