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I requested the withdrawal via Paypal on 05/11/2020 but strangely after 28 hours (4 for approval + 24 for processing) I have not yet received anything. I sent reminders and warnings, receiving an email saying that by yesterday I would have received the disputed sum. What did not happen instead. Today I requested the payment of the sum withdrawn via chat and email.

Ho richiesto il prelievo tramite Paypal il 05/11/2020 ma stranamente dopo 28 ore ( 4 per l'approvazione + 24 per l'elaborazione ) non ho ad oggi ancora ricevuto niente. Ho inviato solleciti e diffide, ricevendo una email con scritto che entro la giornata di ieri avrei ricevuto la somma contestata. Cosa invece non avvenuta. Oggi ho risollecitato via chat ed email il pagamento della somma prelevata.

Dear Nemokid,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that it has been your first withdrawal request in this casino? Could you please confirm that your account has been fully verified in the past?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good evening, this is not my first withdrawal because I have been registered on their site for years and payments have always been made within 6 hours of requesting the withdrawal via Paypal. The assistance withdrawn and the transaction is somewhat anomalous as the exact amount requested for the withdrawal has not been reported (it can be noted that the requested sum does not appear next to the item "withdrawal processed" which is actually null (0). emails they replied yesterday assuring me the same day payment, which never happened! I sent a warning but apparently it is not enough ...

Buonasera, non é il mio primo prelievo perché sono anni che sono iscritto sul loro sito ed i pagamenti sono sempre stati effettuati al massimo in 6 ore dalla richiesta del prelievo tramite Paypal. L'Assistenza latita e la transazione é alquanto anomala in quanto non é stata riportata l'esatta somma richiesta del prelievo (si puó notare come la somma richiesta non compare accanto alla voce "prelievo elaborato" che risulta essere addirittura nulla ( 0 ). Tramite email mi hanno risposto ieri assicurandomi il pagamento in giornata, cosa mai avvenuta! Ho inviato una diffida ma a quanto pare non basta...

Update ... they sent me another email today writing the following:

We inform you that we have reprocessed the withdrawal. You will receive the funds within 24 euros. We apologize for the delay.

We remain at your disposal for any other information.

Regards,

The Gioco Digitale Customer Service

We'll see...

Aggiornamento... mi hanno inviato altra email oggi scrivendo quanto segue:

Ti informiamo che abbiamo provveduto a rielaborare il prelievo. Riceverai i fondi entro 24 euro. Ci scusiamo per il ritardo.

Restiamo a tua disposizione per qualsiasi altra informazione.

Saluti,

Il Servizio Clienti di Gioco Digitale

Stiamo a vedere...

Thank you very much, Nemokid, for the update. I understand your frustration. However, let’s stay positive and wait for good news regarding your withdrawal. I will set the timer for 5 days and if there’s no development by upcoming Monday, we will intervene. Thank you in advance for your patience.

Hello Nemokid,

Have there been any developments since our last conversation?

Hi Petronela,

the competent Department made the payment even if very late and without even giving a courtesy bonus for the disservice suffered. They liquidated me with a simple email asking me sorry after years of being with them! No comment ... Thanks for taking the time, greetings.

Ciao Petronela,

il Dipartimento competente ha effettuato il pagamento anche se in forte ritardo e senza nemmeno dare un bonus di cortesia per il disservizio subito. Mi hanno liquidato con una semplice email chiedendomi scusa dopo anni che sono con loro! No comment... Grazie per il tempo dedicatomi, saluti.

Thank you very much, Nemokid, for the update. Do I understand it correctly that your problem has been resolved and you've received your withdrawal?

Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes, you can close my complaint. Thank you very much, bye.

Si, puoi chiudere il mio reclamo. Grazie mille, saluti.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Nemokid, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru