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My account number is: 4488036

On 11/12, I proceeded to withdraw my winnings, at which point a verification was requested, which has already been completed. After this, I was told that the withdrawal would be processed within 24 hours but nothing has happened so far. I was later informed that it would be done by the end of yesterday, but still nothing has been processed. I kindly request that this situation be resolved as soon as possible.

Eu número de conta : 4488036

no dia 12/11 procedi ao levantamento dos meus ganhos na qual me foi solicitado a verificação, na qual já está concluída, após isso foi me dito que em 24 h o levantamento seria processado e até agora nada, depois disseram me que seria até ao final do dia de ontem e nada, queria por favor que resolvessem a situação.

Dear ptjoao1017,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Yes, I have already been informed that the account is verified right after submitting all the documents, the customer support on this site is always postponing the payment saying that it will be done by the end of the day, something that makes me worried and then I try to understand the situation better and they basically leave me to talk to myself...

Sim já me foi informado que a conta está verificada logo após de submeter todos os documentos, o apoio ao cliente desse site está sempre a adiar o pagamento dizendo que vai ser feito até ao final do dia, algo que me deixa preocupado e depois tento perceber melhor a situação e basicamente deixam me a falar sozinho…

New update, I have already received the payment receipt but I still don't have the money in my account, they say to wait between 3-5 business days

Nova atualização, já recebi o recibo do pagamento mas ainda não tenho o dinheiro na minha conta, dizem para aguardar entre 3-5 dias uteis

I fully understand your frustration, ptjoao1017. 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 ptjoao1017,

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.