I requested a withdrawal and, based on the date, I expected it to take a maximum of 3 days as stated by the Directa24 system that it takes this much time at most to process it.

-I spoke with 3 casino supports on their Livechat and in all 3 cases, I was told to wait for 72 hours

-After the specified time had passed, the deposit remained pending on the same 3 occasions

-It is a transfer; other casinos take up to 24 hours at most, I don't know what's going on with this one that it hasn't been approved as of now 27/09/2023.

Solicite un retiro y como la fecha lo indica, pensé que tardaría como 3 días máximo ya que así lo especifica el sistema Directa24 que tarda ese tiempo como máximo en realizarlo.

-Hablé con 3 soportes del casino en su Livechat y en los 3 casos me decían que espere 72 horas

-Pasado el tiempo especificado el deposito seguía en pendiente en las mismas 3 ocasiones

-Es una transferencia, en otros casinos tardan hasta 24 horas máximo, no se que sucede con este que no aprueba hasta ahora 27/09/2023.

Dear AlexisLta, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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? Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Veronika

Dear AlexisLta,

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.