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I made three withdrawals of €250, €500, and €500 on November 3rd, 4th, and 5th, but they're still pending. I tried contacting the casino (chat + customer support), but the same thing happens. They tell me it takes "at least" 3-5 business days, but the Terms and Conditions say it takes 1-3 business days. I'm starting to lose hope. Can you tell me what to do? Thanks.

Ho inserito 3 prelievi rispettivamente di euro 250, 500, 500 nei giorni 3, 4, 5 novembre, ma risultano sempre in attesa. Ho provato a contattare il casinò (chat + supp. Clienti) ma la musica è sempre la stessa, mi dicono che i tempi sono "almeno" 3/5 giorni lavorativi, ma da Termini e condizioni risultano 1/3 gg lavorativi. Comincio a perdere le speranze, potete dirmi come comportarmi? Grazie

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Hello,

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 within 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,

Veronika

Dear Bernye,

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.