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I have had a withdrawal approved but it still hasn't reached my account. They say it is completed and sent on 1/5 and now they say they are investigating the matter. I have had to send in my passport and account information 4 times and still haven't received a response as to what has happened or what will happen.

there is nowhere except to email and they almost never respond.

Har fått ett uttag godkänt men det har fortfarande inte nått mitt konto. Dom säger att det är completed och skickat den 1/5 och nu säger dom att dom undersöker ärendet. Jag har fått skicka in pass och kontoinformation 4 gånger och får fortfarande inget svar om vad som har hänt eller vad som kommer hända.

det finns ingenstans förutom [email protected] att maila till och dom svarar nästan aldrig.

Dear hejmyra1,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear hejmyra1,

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.

Hello!

I have talked to the chat so many times and they say that there are several departments working on this. But I have a hard time believing them. I still have not received an answer as to why it is taking so long or where the money is.

my dear saga

Hej!

jag har pratat med chatten så många gånger och dom säger att det är flera avdelningar som arbetar med detta. Men jag har svårt att tro dom. Jag har fortfarande inte fått svar varken på varför det dröjer eller vart pengarna är.

mvh saga

Dear hejmyra1, 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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear hejmyra1,

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.