Good afternoon, I've been trying to withdraw my money since Sunday, it's left pending and nothing happens, I've never had problems before, please help.

Buenas tardes, estoy desde el domingo intentando retirar mí dinero,queda en espera y nada, nunca había tenido inconvenientes, ayuda por favor.

Dear vilmasaidmars,

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 vilmasaidmars,

Have you received your withdrawal from the casino yet?

Dear vilmasaidmars,

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.

Good morning, no they didn't give me my money, I think they scammed me

Buen día,no no me dieron mi plata,creo que me estafaron

Thank you for your reply, vilmasaidmars. 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?

Dear vilmasaidmars,

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.

Good day how are you? No, unfortunately they have not given me my money, they closed my account, and no, I did not play with a bonus and it was not the first time I made withdrawals

Buen día como estás? No, lamentablemente no me han dado mi dinero,me cerraron la cuenta,y no ,no jugué con bono y no era la primera vez que hacía retiros

Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear vilmasaidmars,

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.

They didn't refund me anything

No me reintegraron nada

Please note that I asked you to provide me with the communication between you and the casino.

Dear vilmasaidmars,

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.