10 days ago, I closed my account at the said casino. Until now, I have not received the 2350e that was present in the account at the time of closure

10 giorni fa ho chiuso il conto presso suddetto casino. Ad oggi non ho ricevuto i 2350e presenti nel conto al momento della chiusura

Dear Alano83,

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

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Thank you for the quick response, if I do not receive the balance within 4 days I will contact you, thank you. However, the account is fully verified and I sent all the required documents days ago.

Grazie per la velocità di risposta, se entro 4 giorni non riceverò il saldo vi ricontatto grazie. Comunque il conto è pienamente verificato e ho mandato tutti i documenti richiesti giorni fa.

Hello Alano83,

Have there been any developments since our last conversation, please? 

Dear Alano83,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.