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I have been in this casino for less than a month, I have made a first withdrawal of €270 that they canceled over the course of a week without giving explanations, that day I requested another withdrawal of €500 that today has passed 10 days and no one It tells me nothing, I speak through the chat and they seem to be machines always answering the same thing, on Saturday the withdrawal was processed, and today Monday it is pending again and no one gives me any explanations

En este casino llevo menos de un mes, he echo un primer retiro de 270€ que a lo largo de una semana me cancelaron sin dar explicaciones, ese mío día solicite otro retiro de 500€ que ha día de hoy ha pasado 10 días y nadie me dice nada, hablo por el chat y parecen máquinas contestando siempre lo mismo, el sábado el retiro estaba procesado, y hoy lunes nuevamente está pendiente y nadie me da explicaciones

Dear Ne11,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Tomas

It is a casino in which if they do not require it, you do not need verification, everything is correct in my account. And nobody has informed me of anything, I contact them daily and they give you automatic responses all the same.

Es un casino en el que si no te lo exigen no necesitas verificación, está todo correcto en mi cuenta. Y nadie me ha informado de nada, contacto con ellos a diario y te dan respuestas automáticas todos lo mismo.

To answer your question:

"Quiero saber si esto es totalmente privado, cuando pongo una queja, y nadie ve mi nombre ni mi correo ni nada"

The email you used in the casino and your casino nickname is only visible to the specific casino you are complaining about. The rest of your personal information is kept private.

I hope that helps.

Could you please let me know what the casino gives as a reason for your delaying your withdrawal? Which payment method are you using in order to withdraw? Did you accumulate your win using a bonus? I'll await your reply.

Dear Ne11,

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.