Good afternoon, I would like to file a complaint. I requested a withdrawal one week ago and the status of my withdrawal still remains in process and does not update. I requested the withdrawal via pix, where I was informed it would be completed within 24 hours. However, up until now, it remains pending. I have contacted the casino numerous times and always receive the same excuses and runarounds, telling me to wait. This is the first time this has occurred, I have always successfully made withdrawals on this platform, but now, they are giving me the runaround. I hope this situation gets resolved. Thank you for your attention.

Boa tarde, gostaria de registrar minha reclama??o. Fiz um pedido de retirada, uma semana atrás, até até agora o status da minha retirada continua em processo, e n?o atualiza, solicitei a retirada por pix, onde fui informada qua seria em até 24h. Porém até a presente data, continua pendente. Entrei várias vezes em contato cm a cassino e sempre a mesma desculpa e enrola??o, p esperar.. Essa é a primeira vez que acontece, sempre fiz retiradas nesta plataforma cm sucesso, porém agora , est?o me enrolando..espero que essa situa??o se resolva.. obrigada pela aten??o.

Dear neivaamaro35,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear neivaamaro35,

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.