Hello

Despite having my account verified, requests were cancelled due to technical issues, according to customer support. The last withdrawal, that was done on the 20th, is still pending, but the deadline set by the withdrawal rules has already expired. Again, support claims technical difficulties or delays due to the volume of requests.

Olá

Mesmo com minha conta verificada, os pedidos foram cancelados por problemas técnicos, segundo o suporte. O último saque, que foi realizado no dia 20, está pendente, mas já expirou o prazo estipulado pelas regras de saques. Novamente o suporte alega problemas técnicos ou atrasos devido a quantidade de pedidos.

Dear soarezgustavo,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear soarezgustavo,

Have you received your withdrawal from the casino yet?

Hello

I haven't received it yet.

I made a new withdrawal request after the last one was canceled due to lack of documents.

Olá

Ainda n?o recebi.

Fiz um novo pedido de retirada após o último ser cancelado por falta de documentos.

Thank you for your reply, soarezgustavo. Have you made any successful withdrawals before? Could you please advise if you provided the missing documents and whether they have been approved already?

Have you accumulated your winnings with or without an active bonus?

Dear soarezgustavo,

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.