I'm glad to hear that you found a reasonable word with the casino and therefore you should get the money. I understand that you were probably frustrated in that situation, but sometimes it's good to keep a cool head so you don't make it worse. The bottom line is that you should get the money. 

So if it would be possible, feel free to update us and especially your complaint when it happens. 

I'll keep my fingers crossed that it will be as soon as possible. ??

Hi, are you waiting longer than three days for the withdrawal now ? I would like to add that we give casinos 14 days to sort out this process, so if you are just starting out, I wouldn't be negative right away. Have you been able to verify with the casino yet ? Did the casino tell you why they are taking a little longer ?

Let me know. ??

On Monday I received an email asking me for the transfer details as they say it will be three business days when the money will be in the account and so far nothing

Na segunda feira recebi um email a pedir-me os dados para transferência uma vez que dizem que s?o três dias úteis quando é que o dinheiro estará na conta é que até ao momento nada

Hmm, I'm sorry to hear that the casino told you that it should send you money and still nothing has changed. Have you contacted them what's going on if they haven't sent you the money by the time they mentioned ? Did they tell you anything? 

They didn't give me dates or deadlines for the transfer, they just asked me for my bank details, iban name, etc., but nothing on dates, they didn't tell me if they had already done the transaction or not, they didn't even tell me when they would do it.

N?o me deram datas nem prazos para a transferência apenas me pediram os dados bancários nome iban etc mas datas nada n?o me disseram se já fizeram a transa??o ou n?o nem me disseram quando fariam

I understand. Despite all this, we will probably just have to wait as you have an open complaint and therefore if the casino fails to resolve this situation our team will investigate further and contact them. 

If they didn't give you any timeframe, I get it because it doesn't happen often so they don't mislead you unnecessarily. I don't know what it takes for them to enter a withdrawal manually, but like I said, if they don't respond and you don't get your money, we'll be here to try and help you sort it out. 

The problem is that I'm tired of asking questions and I don't get any answers.

A sotuacao é que estou farto de questionar e n?o obtenho resposta nenhuma

I sympathize with you completely in your situation. Reassurance would be useful from the casino and would certainly make it easier to breathe, but if they don't know what to tell you, it's difficult. 

That's why I'm glad you have an open complaint, and as I said, our team will try to do what they can to help you, so there you go. ??

L

L

Good afternoon, I've been doing a withdrawal for several days and it always ends up being cancelled, I'll complain via chat, it's always the same answer, they'll do a manual withdrawal, it's sad when it's time to withdraw something, it's always a complication

Boa tarde estou vários dias fazer um levantamento acaba sempre por ser cancelado, vou reclamar via chat é sempre a mesma resposta que v?o fazer levantamento manual é triste quando chega hora de levantar alguma coisa é sempre uma complica??o

Is your account fully verified at this casino, or you haven't passed the process yet? When exactly did you requested the withdrawal?

Our team has already started to work on your complaint, just always try to give them all the relevant answers they need, please, so your case can get solved as soon as possible.

Hello good morning, I asked for information on whether it was necessary to carry out verification, the answer was that there was no need to carry out any verification, just make withdrawals in the way the deposit was made

Olá bom dia,pedi a informa??o sobre se era preciso fazer verifica??o a resposta foi que n?o era preciso fazer verifica??o nenhuma basta fazer levantamentos da forma que foi feito deposito

This is exactly the point when I really wonder whether it would be better to simply verify the player as usual and proceed with the standard withdrawal process. The way I understand KYC-free withdrawal, delay is exactly the opposite goal.

Frankly, it seems we won't learn more unless someone from the casino explains the problem.

I want you to know that the casino has 14 full days to carry out all procedures leading to the resolution of your withdrawal issue, but only after the Team intervenes. Thus, it's important to mention when exactly the withdrawal request was submitted.

As said, please update the complaint, so our specialist will work on that. ??

Hi, the problem is that the casino itself doesn't have anything where I can upload my documents...

Ola, problema é que próprio casino n?o tem nada onde eu possa fazer carregamento dos meus documentos...

Well, in this case, as you said, the verification is not necessary, so that could be the reason they haven't got a section for uploading documents.???♀?

In this case, what is the best way to resolve the problem?

Nesse caso qual melhor forma para conseguir resolver o problema?

Well, since verification is not necessary yet, then we will have to be patient and wait for the casino to manage to send the money to your account within the mentioned 14 days. 

If they fail to do so, our team will contact the casino, but for now there is nothing more to do. 

However, are you in contact with them to find out what's going on with your withdrawal and why there is a delay ? 

Ok let's wait and see what happens! Thanks for listening

Ok vamos aguardar para ver que vai acontecer! Obrigada pela aten??o

Thank you. 

In addition, my questions were also whether you are in contact with the casino and they told you why you have a delay in your withdrawal. Did you ask them ? 

Good morning, yes, every day I will chat and ask! Their response is to be treated

Bom dia, sim todos os dias vou chat perguntar! Resposta deles é esta ser tratado