Hello, good evening, I come to you because I am desperate and tired of asking the casino for a solution.

On December 3, I made a withdrawal request for the amount of $11,000 by bank transfer. Unfortunately, my bank rejected it because I exceeded the deposit limit per month. I immediately contacted support to be told what was coming, they told me that the money yes, it would return to my account within a maximum period of 7 days, I waited for this established period, the money never arrived, I contacted them again and they told me that now I would have to wait weeks and they asked me for my account movements, which I already sent them, they follow me Without giving me a solution, the emails ignore them and in the chat they only delay me, it seems unacceptable that the casino does this, I am a VIP member of theirs, it does not help at all

I attach screenshots as evidence

Hola buenas noches acudo a ustedes porque estoy desesperado y cansado de pedirles solución al casino

El día 3 de diciembre realize una solicitud de retiro por la cantidad de $11000 mediante transferencia bancaria, Lamentablemente mi banco la rechazo porque excedí el límite de depósitos por mes, de inmediato me comuniqué con soporte para que me dijeran que procedía me comentaron que el dinero sí regresaría a mi cuenta en un plazo máximo de 7 días yo esperé este plazo establecido el dinero nunca llegó, volví a contactarlos y me dicen que ahora tendría que esperar semanas y me solicitaron los movimientos de mi cuenta los cuales ya se los envié me siguen sin darme una solución los correos me los ignoran y en el chat únicamente me dan largas, me parece inaceptable que él casino haga esto yo soy miembro VIP de su lo no ayuda en nada

Adjunto capturas de pantalla como evidencia

Dear alanfernandez5765,

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

Allow me a few questions so I understand the situation completely. Did you check with your bank what is the status of the transaction? Did your bank confirm to you they will be returning the transaction? Was this your first withdrawal from the casino using this payment method?

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

Best regards,

Tomas

Dear alanfernandez5765,

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.