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Hello,

Since yesterday, I have been waiting for my withdrawal to be validated. But there's nothing. They say that I made a deposit via Rapid and want proof, but I made the deposit via Mastercard. I have provided the bank statement as proof, as well as the deposit confirmation email, but still nothing. I've tried chatting with customer service, to no avail. I also have proof that it is noted under the deposit as "bank_cards_mc".

Bonjour,

Depuis hier j'attends que mon retrait soit validé.. Mais rien il disent que j'ai fais un dépôt via rapid et veulent une preuve sauf que j'ai effectuer via Mastercard. J'ai mis preuve de relever bancaire ainsi que preuve du courriel de dépôt mais rien dans le service tchat rien y a fait. J'ai également la preuve qu'il est noté en dessous du dépôt " bank_cards_mc

Dear morinedvs96,

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

It's a problem with verification, despite all the evidence they tell me that I made a deposit via rapid except it's via Mastercard and I put the evidence in the complaint. I'm not waiting 14 days to get my order which is logical.

C'est un soucis au niveau de la vérification, malgré toute les preuves il me disent que je suis passer pars un dépôt via rapid hors c'est via Mastercard et j'ai mis les preuves dans la plainte. Je n'es pas attendre 14 jours pour avoir mon du ce qui est logique.

Thank you for your reply, morinedvs96. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Do I understand correctly that verifying the deposit method seems to be the only issue? Have you provided any other documents to verify your identity and have they all been approved?

Dear morinedvs96,

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.