Kære Laura,
Mange tak for at indsende din klage. Jeg er ked af at høre om dit problem. Kan du venligst fortælle, hvis din tilbagetrækning allerede er godkendt? Alle de krævede udbetalinger kontrolleres manuelt, og hvis du har indløst ethvert kampagnetilbud, bliver hele bonussessionen revideret for overtrædelser af brugsvilkår. Sammen med feriesæsonen og den uheldige Covid-situation rundt om i verden tror jeg, det er grunden til, at din tilbagetrækning tager lidt længere tid, end den typisk ville.
Det tager helt normalt for udbetalinger at tage et par dage eller endda uger at blive fuldt behandlet. Det betyder, at det kan tage et stykke tid, før dine penge vises på din konto. Derfor råder vi spillere til at være tålmodige og vente mindst 14 dage efter at have anmodet om deres udbetalinger, inden de indgiver en klage. Forudsat at du har gennemført KYC-verificeringen med succes og fået din tilbagetrækning godkendt, tror jeg virkelig, det er kun et spørgsmål om tid, før du modtager det. Ser frem til at høre fra dig. Tak på forhånd.
Med venlig hilsen,
Petronela
Dear Laura,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have redeemed any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the holiday season and unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than it would typically.
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Redigeret af en Casino Guru admin
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