Dear catastroficgamer,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear catastroficgamer,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening,

I haven't received anything and they're still under review, I've questioned the live chat but they always say the same thing, that they're having delays in the finance department due to a large influx of withdrawals

Boa noite,

Nao recebi nada e ainda continuam sob revis?o, questiono o chat ao vivo porém dizem sempre o mesmo, que est?o com atrasos no departamento financeiro devido a uma grande afluência de levantamentos

Dear catastroficgamer, 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?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Good afternoon,

Exactly, I don't think even I could explain it that well!

And thank you once again!

Boa tarde,

Exatamente, acho que nem eu conseguiria explicar t?o bem!

E obrigado uma vez mais!

Dear catastroficgamer, could you please send me a screenshot of your current pending withdrawals?

Also, could you let me know if you have already submitted withdrawal requests for the remaining funds currently in your account (the €800 you mentioned)?

Good afternoon,

I enclose

thank you

Boa tarde,

junto em anexo

obrigado

Dear catastroficgamer, would you be so kind and resend the screenshot in a way that clearly shows the details of each pending withdrawal (amount, date, status)?

Do I understand correctly that €100 has been lost during further gameplay, and therefore from the previously mentioned €800, only €700 is now available?

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.