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Good afternoon, I initiated a withdrawal of €159 from the casino on July 12. It’s been a month today, and the withdrawal is still being processed. I’ve already completed the KYC process, and at first, customer support said the withdrawal could take up to 21 business days and that everything was proceeding normally. Now that the 21 business days have passed, they’re telling me I have to wait. Can you help?

Boa tarde, iniciei um levantamento de 159€ no casino dia 12 julho. Faz hoje um mês e o levantamento ainda está a processar. Já fiz o kyc e no chat de suporte inicialmente diziam que o tempo de levantamento é ate 21 dias uteis e estava tudo na normalidade, agora que ja passaram os 21 dias úteis dizem que tenho de esperar. Podem ajudar?

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Dear luis0124,

Thank you very much for your update.

To help me better understand your case, could you please answer the following questions?

• Did you sucesfully withdrawn funds from this casino before?
• Could you please confirm whether you have successfully completed the KYC verification process?
• Did you used any casino bonuses or you have currently any active bonus?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.