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I placed two withdrawal requests, one on 30/09 and the other on 01/10. Since then, I have been trying to withdraw my winnings. I was told to wait for 5 days but the money keeps getting returned to my account. This issue has been going on for over a month now and I haven't been able to receive my winnings. I have been using this casino for almost a year now and this problem has only recently begun. I would appreciate a solution so I could receive my winnings.

Fiz um dois pedidos de saques no dia 30/09 e outro 01/10 deste então tento sacar meus ganhos, mandar aguarda 5 fias e volta pra conta , isso já se prolonga por mais de mês e não recebo mais meus ganhos , já uso esse casino a quase um ano só agora está com esse problema, gostaria de uma solução pra mim conseguir receber meus ganhos

Dear Marta821,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

However, 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,

Petronela

Dear Marta821,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.