Good morning,

I already play in this casino, I have always liked it, I have never had a problem with anything, verification has gone well, deposits and withdrawals equally well of low or high value.

On 26/04 I made a deposit, in which I managed to win an amount I asked for the withdrawal of the amount and I am very disappointed because a withdrawal via neteller is almost immediate, I have already spoken to the chat they just tell me to wait, it has never taken so long, and the verification is ok.

I'm really worried about whether or not I'll actually receive the money.

Bom dia,

Já jogo neste casino, sempre gostei, nunca tive nenhum problema com nada, verifica??o correu tudo bem, depósitos e levantamentos igualmente bem de baixo ou alto valor.

No dia 26/04 fiz um depósito, no qual consegui ganhar uma quantia pedi a retirada do valor e estou muito desiludida porque uma retirada via neteller é quase imediata, já falei com o chat só dizem para esperar, nunca demorou tanto tempo, e a verifica??o está ok.

De facto estou preocupada se realmente vou ou n?o receber esse dinheiro.

Dear joanafilipaneto89,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear joanafilipaneto89,

We appreciate you bringing your situation regarding the status of your withdrawal to our attention.

We have done a review of your withdrawal request submitted on 26 April and can confirm that the transaction remains well within our standard processing timeframe and that it is successfully processed. 

We would appreciate it if you could kindly confirm it on your part.

If you have any further questions or require additional assistance, please do not hesitate to contact us through this thread or reach out to our relevant department.

Best regards,

WEISS Team

Dear joanafilipaneto89,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear joanafilipaneto89,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
www.kpvfaw.com