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I am trying to withdraw €500 from my total balance of €1500.

My account has been correctly verified since the 25th of April.

I have access to my account. I requested my first withdrawal of €500. The amount has been deducted from my balance, but no transaction via bank transfer has been initiated. I am waiting for it to arrive. In the meantime, I have tried to contact customer support via online chat, and they have banned me as I am unable to access it. I created a different account to see if a chat is available and yes... indeed, they are not letting me access the chat. I sent an email on Monday, but I have yet to receive a response.

Estoy intentando retirar 500€ de mi saldo total 1500€

Mi cuenta esta correctamente verificada desde el día 25/04.

Tengo acceso a la cuenta , pedi mi primera retirada de 500€ el saldo se ha restado del balance pero no se ha ejecutado ningun ingreso por transferencia bancaria, estoy esperando que llegue, mientras tanto intento contactar con el servicio de soporte via chat online y me han baneado porque no me deja acceder, me he creado una cuenta diferente para ver si el chat esta disponible y si.. efectivamente no me dejan acceder al chat, les he enviar un correo electrónico el dia lunes pero aun no tengo respuesta.

Dear troyacapdevila,

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

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?

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, especially if it’s your first withdrawal. 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

As their website indicates 3 days, we will then wait those 14 days. I hope I don't have any problems if I want to withdraw the rest, the strange thing is that they blocked me from accessing the online chat.

Como en su web indica 3 días, Esperaremos entonces esos 14 días. Espero no tener problemas si quiero retirar el resto, lo extraño es que me bloquearan en el acceso al chat en línea.

I fully understand your frustration, troyacapdevila. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear troyacapdevila,

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.

The €500 has been deposited

Han ingresado los 500€

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, troyacapdevila, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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