The survey was requested on August 5, they said everything was fine with the documents I was asked for, and to wait 5 days, after 5 days they again ask for more documentation and ask to submit a new request and wait another 5 days.

O levantamento foi pedido dia 5 de Agosto, disseram que estava tudo bem com os documentos que me foram pedidos, e para esperar 5 dias, após 5 dias voltam a pedir mais documenta??o e pedem para submeter novo pedido e esperar mais 5 dias.

Additional comments from the player:

"They said that the documents were all approved by email to proceed with the payment, on the day of payment they asked for another document and said they had to wait another 5 days ..."

Additional comments from the player:

"Disseram que os documentos estavam todos aprovados por e mail para procederem ao pagamento, no dia do pagamento pediram outro documento e disseram que tinha que esperar mais 5 dias..."

Dear Dulce,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand that the casino has to check your documents and your gaming activity. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I am afraid you will have to go through this process and fully cooperate with the casino if you want to get your winnings.

Because it may take longer to fully review all documents, we advise players to be patient and wait at least 14 days before submitting complaints.

If your account isn’t successfully verified by this time period, we will intervene. Please keep me updated if the casino sends you any message, or if there is anything new regarding your problem.

Looking forward to hearing from you.

Best regards,

Kristina

Yes, I have sent all the documents that have been requested from me over time.

Sim, enviei todos os documentos que ao longo do tempo me têm sido pedidos.

Good afternoon, I asked to close my account, I lost what I had won and I don't want to play again.

Boa Tarde, pedi para fechar a minha conta, perdi o que tinha ganho e n?o quero voltar a jogar.

Unfortunately, there is nothing we can do for you under these circumstances in case you lost all of your winnings. I understand that this situation would never happen if you could withdraw your winnings in the first place, however we could help you only if you had some balance left.

Please let me know, if there is anything, I could do for you regarding this case, otherwise, I will be forced to reject your complaint. Thank you for your understanding. 

I rethought and will keep the account, because despite this situation, the casino has always given an answer and I think it would receive the winnings.

Yes, the situation can be resolved.

Thanks

Repensei e vou manter a conta, porque apesar desta situa??o, o casino tem dado sempre uma resposta e penso que iria receber os ganhos.

Sim pode dar por resolvida a situa??o.

Obrigada

Based on your decision, we are now closing this complaint it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.