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I requested a withdrawal over a week ago, and it keeps getting rejected without explanation. They just say there's a protocol error and I have to wait for the team to fix it, but they haven't done anything. I keep trying to withdraw, but all my attempts are rejected. A month ago, I withdrew the same amount to the same bank account without any problems, and everything was approved without issue. I need help expediting this withdrawal.

Eh Solicitado El Retiro Desde hace más de una semana & me lo rechazan sin decirme el porque solo me dicen que hay un error en el protocolo & que tengo que esperar a que el equipo encargado lo solucione pero no han hecho nada & sigo intentando retirar pero siguen rechazando todos los intentos. Hace un mes retire la misma cantidad sin ningún problema a la misma cuenta de banco e igual todo & fue aprobado sin problemas necesito ayuda para agilizar el retiro

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Dear Belmlomb,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Belmlomb,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

It's been 2 weeks and I haven't received my money

Ya pasaron 2 semanas & no eh recibido mi dinero

Hello Belmlomb,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Belmlomb, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share a link to the casino in question?

Thank you very much in advance for your reply.

Dear Belmlomb,

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.