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They rejected the withdrawals, stating that the problem was due to an error in entering the account details. However, I had backups, and upon sending them, they informed me that it was apparently a problem with the provider, so the best course of action would be to make "many" attempts.

I cancelled a second withdrawal attempt and initiated a final withdrawal. It's worth noting that I left a tip in both cases, which wasn't refunded after the cancellation. Furthermore, the request has remained pending for hours since I submitted it. I understand that it can take some time for the withdrawal to be processed, but not for the refund attempt to be made.

I also contacted my bank, who deny having received or issued any notification of transfer cancellation. When I contacted the casino's chat support, they made me wait for hours without providing any information. It's not a large sum of money, and I've always used this casino with the same account without any problems.

Rechazan los retiros indicando que el problema se debe a un error al ingresar los datos de la cuenta. Sin embargo, contaba con los respaldos y, al enviarlos, me informan que aparentemente es un problema con el proveedor, por lo que lo ideal sería realizar "muchos" intentos.

Anulé un segundo intento de retiro y generé un retiro final. Cabe destacar que en ambos casos dejé propina, la cual no fue devuelta tras la anulación. Además, desde que genero el requerimiento, este permanece horas pendiente. Entiendo que puede demorar en reflejarse, pero no en realizar el intento de devolución.

También me contacté con mi banco, quienes niegan haber recibido o emitido alguna notificación de cancelación de transferencia. Al contactar al chat del casino, me hacen esperar horas sin entregar información. No se trata de una gran suma de dinero y siempre he utilizado este casino con la misma cuenta sin inconvenientes.sl

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Dear lorenabeami,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation and assist you, could you please provide more details by answering the following questions?

• What specific account details were rejected when you attempted to make the withdrawals?
• Can you clarify what backups you provided to the casino?
• How long did you wait for the processing of your withdrawal before it remained pending?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear lorenabeami,

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,
Petra
Casino.Guru