Hello, I see that the casino requires additional verification from you and you did well to send what they asked for, but I wonder why the documents were rejected ? Did you find out or do you just know that they were refused ? I suppose you will have to go through the process again successfully first in order to be able to make a withdrawal. 

However, since you have filed a complaint, our team will try to help you and hopefully get it resolved as soon as possible. 

I will keep my fingers crossed. ??

They just rejected them, then I sent them again in more detail. But I have to wait for the answer. I think it's a lot.

First problems with withdrawals

Then they ask me for additional documents.

I am rejected which makes me think that they do not want to pay my winnings.

It's been a long time since I've been playing the app for 1 year and sometimes they fall into this issue. They should improve. Other casinos pay high profits. They take a long time.

Solo los rechazaron , luego los volví a enviar más detallados. Pero tengo que esperar la respuesta. Creo que es mucho.

Primero problemas con los retiros

Luego me solicitan documentos adicionales

Salgo rechazada lo que me da a pensar que ellos no quieren pagar mis ganancias.

Mucha demora llevo jugando 1 a?o app y aveces se caen en este tema. Deberían mejorar. Otros casinos pagan altiro las ganancia. Ellos demoran mucho.

There is certainly room for improvement I agree. But if you have some experience with them, then you know what to expect. Sometimes it happens that a casino needs additional documents for verification after a certain period of time when it wants to verify something. This is common practice. Let's see what happens with the documents you sent and whether they will be rejected or approved. Feel free to post any changes in the complaint and you can also write to us on the forum. 

I hope this will not be a difficult situation to resolve and you will eventually get your money. ??

I would like to know why I set up a bank account and it was successful. Your withdrawal never arrived. How much time has passed? The only thing that the specialists know how to say are carrying out your case. I don't understand if the transfer was made successfully. It arrived in your account, but you look at the bank. The money is not there and you call and talk to my bank executive and he says there is no payment but according to you he received that it was made successfully, for the first time I have seen it happen, it is annoying because they make you wait and only say specialist see your case. I hope you can receive my money since the mistake was made by the casino, now my question ? how long are you waiting.........

Me gustaría saber porq puse una cuenta bancaria y salió exitoso su retiro nunca llegó ya pasó cuánto tiempo lo único que saben decir los especialistas están realizando su caso no entiendo si sale transferencia fue realizada con éxito llegó a su cuenta pero te fijas q en el banco no está la plata y llamas y hablas con ejecutivo de mi banco y dice no hay ningún pago pero según ustedes le llegó que fue realizada con éxito de verdad primera vez que veo pasa es molestoso porq te hacen esperar y solo decir especialist ven su caso. Ojalá puedas recibir mi plata ya que la equivocacion fue del casino, ahora mi pregunta ? cuánto tiempo esperas........

This casino already makes fun of people a lot and I have been waiting for the money for almost a month.

Este casino ya se burla mucho de la gente yo estoy casi 1 mes esperando el dinero.

Hi, that's my question too, how long have you been waiting for your money ? From what I understand the casino told you that your withdrawal has been processed and sent but the money is not yet in your bank account, am I correct ? That's why I'm asking how long you are waiting, because we give casinos 14 days to sort out the withdrawal process and if they don't we will try to help. 

Let me know if I have understood correctly.

Oh, I see that the casino has responded to your complaint and still hasn't managed to resolve the situation regarding the documents and therefore your cards. It's strange that even though you say they are digital there is no alternative to verify. 

However, we will leave it to our team, you and the casino and I firmly believe that something will come up to make it a successful. 

Please let me know if you have anything new. 

I wish you strong nerves.

Hello, I have sent proof from the bank that the cards are my property, and photos of the cards but I have been rejected more than 10 times... so next I have already wasted a lot of time. It is the worst casino I have ever played.

I thought you could help me?

Hola, si he enviado comprobantes del banco que las tarjetas son de mi propiedad, y fotos de las tarjetas pero he salido rechazada más de 10 veces... así que next ya me he malgastado mucho tiempo.ea el peor casino que he jugado.

Pensé que ustedes podrían ayudarme?

Our team is trying to do their best and the case is not closed yet, so hopefully it will end well. It's difficult when you send basically everything you have and it still goes nowhere. 

Anyway, hopefully it will be resolved and the casino will come to some kind of reasonable agreement with you. 

Yes, I understand, but it happens that they didn't tell me that it is 14 days, just waiting for specialists to resolve your case. My question is, what happens if the money doesn't arrive? Will they give me back what I earned? I see nothing and so I have to wait.

Si entiendo pero pasa que no me dijieron q son 14 días según solo esperar que especialistas están resolviendo su caso mi pregunta que pasa si no llega la.plata me devolveran lo ganado oh desaparece porq entiendo q demora pero ya cumpliré como 10.dias y no veo nada y asi q esperar.

If I understand it, I will wait for the withdrawal process.

Si lo entiendo ,esperaré el.proceso del retiro.

Only they did not inform that it was 14 days, only that the specialists are reviewing his case and waiting.

Solo que no informaron que era 14 días solo q los especialistas están revisando su caso y esperar .

So let's be clear, the 14 days I mentioned are the 14 days we give the casinos to sort out the withdrawal process. The casino obviously didn't give you any timeframe because they don't have one and therefore I don't know how long you should wait for a specialist to handle your case. 

So, if 14 days have passed since you made your withdrawal, you can file a complaint with us and we will try to help you and investigate what is going on and why you don't have the money yet. 

Did I make myself clear or do you need to ask questions ? Feel free to and I will answer you if I know. 

However, I wondered how long you have been waiting for your money, could you tell me ? 

I have been waiting for 10 days and still nothing, they just say wait, they are solving it....

10 días llevo esperando todavía nada ,solo dicen esperen lo están solucionando....

May 31 was the retreat I made. Now I set the date carefully, so until today it has been 12 days and still nothing.

El 31 de mayo fue el retiro que realize ahora me fije bien la fecha entonces hasta hoy son 12 días q todavía nada .

Well, that seems to me to be enough to provide relevant reason for what's going on. 

Nonetheless, I would still wait those two days and see if the casino gets to you and if not, then I would recommend to file a complaint with us as I announced in my previous post, where our team would try to help you. 

Do you think you can handle it that way ? 

Yes, then I will wait until the 14 days are complete and I will inform you how my case is, thank you.

Si ,entonces esperaré hasta completar los 14 días le infórmare como está mi caso ,gracias.

You're welcome, I would be very happy if this was resolved, but let's not get ahead of ourselves. 

I'll wait. 

Hello, 14 days have passed and still nothing says that the specialists are still studying.

Ola ,ya pasaron los 14 días y todavía nada dice que siguen estudiando los especialistas.

Well, in that case, as I said, I would recommend opening a complaint. 

You can do so at this link. ??

If you would also like to know what you can expect from the whole process, then I have also included this guide and you will find out everything you need to know. 

Nevertheless, you have still not got anywhere else, yes, when you say that they are still investigating. I understand that if they have nothing else to tell you they will repeat the same things to you, but I wonder how long that could take and that would worry me.

So I wonder if our team will be able to find out what is going on. 

Let me know if you decide to lodge a complaint.