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Hello, I have been a professional gambler for many years, and unfortunately, I often encounter this tactic in many casinos, including this one. Whenever someone wins a significant amount, there is excessive delay in processing cashouts. I have made three withdrawal requests: one for €2,000, another for €2,000, and a third for €1,000. I have been waiting for four days for them to be processed. The casino states that withdrawals are completed within 48 hours, but when you contact the chat, they claim it takes 24 hours or less.

This delay prevents other withdrawals from being made because of the €5,000 limit until the previous ones are processed. If the withdrawals are not processed immediately, I have already consulted a lawyer and have screenshots to prove the dates these requests were made.

I am very disappointed because, while the staff and platform are excellent, this lack of reliability toward those of us with VIP managers shows that they are not as loyal to us as we are to them.

Dear thebillionairealive,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawals, and I completely understand your frustration.

Please note that it’s quite common for withdrawals to take several days or even weeks to be fully processed. The delay could be due to incomplete KYC verification or a high volume of withdrawal requests at the casino.

Given that multiple withdrawals have been requested, we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after the withdrawal request before submitting a complaint.

If your account has been successfully verified, your game history has been checked, and your withdrawals have been approved by the casino, but you still have not received your funds after 14 days, please don’t hesitate to reach out to us again. We’ll be happy to assist you further.

Thank you for your patience and understanding during this process.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Problem solved. Thank you

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Dear thebillionairealive,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru