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Hello, you see I have a withdrawal pending for 4 days now, I spoke with them but they only gave me excuses. And now they've blocked me

Hola verás tengo una retirada pendiente que lleva 4 días , hablé con ellos y solo me ponen excusas. Y ahora me bloquearon

Dear Yomisma,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

In the meantime, could you please clarify if your account has been blocked by the casino or if communication channels have been blocked?

Thank you in advance for your patience and understanding.

Best regards,

Kristina

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 800 complaints.

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

hello again. I can't verify myself because they won't let me...then the casino doesn't need me to verify me. I told them yesterday in the chat that I had no problem doing it now even if they didn't ask me to avoid the days being extended later... they gave me an address to send documents just in case and thus expedite the issue. I sent them and the message I received was that that email is no longer working.

From the casino they didn't just block me from the chat...I guess because it was annoying, but I was always nice to them...they only know how to tell me to be patient, after there was an error, they are working on it, I would arrive at 6 in the morning late, it would arrive tomorrow...not even they know. thank you

hola de nuevo. No me puedo verificar porque no me dejan...trae que el casino no necesita que me verifique. Les dije ayer por el chat que no tenía problema en hacerlo ya aunque no me lo pidieran para evitar luego que se extiendan los días ..me dieron una dirección para enviar documentos por si acaso y así agilizar el tema. Los envié y el mensaje que recibí fue que ese email ya no está en funcionamiento.

Del casino no me bloquearon solo del chat ...supongo que por pesada , pero siempre fui a amables con ellos ..solo saben decirme que sea paciente,luego que hubo un error,que están en ello ,que llegaría a las 6 de la tarde ,que llegaría mañana...no lo saben ni ellos. gracias

Thank you for your reply, Yomisma. Have you made any successful withdrawals before? Do I understand correctly that you have not passed the KYC verification yet?

Have you accumulated your winnings with or without an active bonus?

Dear Yomisma,

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.