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Hello

Basically my problem is that the casino won't let me withdraw the money I have in my account.

I've been trying to withdraw the money since April 17th, and it always gives me an error.

I've contacted the team numerous times via chat and sent messages to support. They always say they're going to look into it, but they don't give me any more answers and I can't solve the problem, and it's been a long time.

Olá

Basicmente o meu problema é que o casino não me deixam levantar o dinheiro que tenho na conta.

Já desde dia 17 de Abril que ando a tentar levantar o dinheiro, e dá sempre erro.

Já contactei inúmeras vezes a equipa pelo chat, enviei mensagens para o suporte. Respondem sempre que vão analisar e não me dão mais resposta nem consigo resolver o problema, e já se passou muito tempo.

Dear Nunomldasilva2711,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide us with the following details:

• What specific error message do you receive when trying to withdraw your funds?
• Have you tried any specific troubleshooting steps prior to contacting support (e.g., clearing browser cache, using different devices)?
• Could you please confirm if you passed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Nunomldasilva2711,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.