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I requested two withdrawals, one for 400 and the other for 500. I sent the documents but still nothing... it's a certified mess, why is it taking so long? I know it's been a short time but I need those withdrawals paid to me.

Ho richiesto 2 prelievo uno da 400 e l’altro da 500, ho inviato i documenti ma ancora tutto tace… è un casino certificato, perché metterci così tanto? so che è passato poco tempo ma ho bisogno che quei prelievi mi vengano pagati

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Dear TheMaGIcAnDRex,

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 TheMaGIcAnDRex,

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.

Hi, thanks for your reply, I cancelled the withdrawals which were 900 euros, I played one evening and got to 3000, I sent all the documents back 2 days ago, and nothing, I'm still waiting for them to verify them...

ciao, grazie per la risposta, ho annullato i prelievi che erano 900 euro ho giocato una sera e sono arrivato a 3000 ho rinviato tutti i documenti 2 giorni fa, e niente aspetto ancora che me li verifichino…

My account verification has been completed, so I assume there are no problems, yet my withdrawal still hasn't arrived. I contacted support and they told me I need a bank statement with IBAN, name, surname, and SWIFT/BIC. What should I do? I have a post office and they can't provide me with a document with all these details, it just doesn't exist... I hope you can help me.

La verifica del mio account è stata completata quindi deduco che non ci siano problemi , eppure il mio prelievo continua a non arrivare , ho contattato l’assistenza e mi dicono che serve estratto conto con iban, nome, cognome, e swift/bic, che devo fare? io ho poste e non possono fornirmi un documento con tutte queste cose, non esiste proprio… spero possiate aiutarmi

Oh, and by the way, I sent a Revolut statement, since it was needed to verify the residential address. Customer service told me that a statement certifying the address was enough, and that Liban could also be different; the address was enough. Now they've already changed it...

ah e tra l’altro ho inviato estratto conto revolut, dato che serviva per verificare l’indirizzo di residenza, l assistenza mi ha detto che basta un estratto conto che attesti l’indirizzo e che liban poteva anche essere diverso bastava l indirizzo, adesso hanno già cambiato…

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Please post a screenshot of your account verification page.
• You mentioned customer support asked you to send a bank statement. If possible, could you please share relevant communication about this?

Thank you very much in advance for your reply.

Hi, thanks for replying. I recently created my account, so this is my first withdrawal. I've accumulated my winnings without any kind of bonus. I'm attaching a screenshot of the chat where they ask me for a "Revolut" statement, and the screenshot where they tell me the verification has been completed.

ciao grazie per avermi risposto, ho creato da poco l’account quindi per me è il primo prelievo, ho comulato le mie vincite senza nessun tipo di bonus, allego lo screenshot della chat in cui mi chiedono estratto conto anche di "revolut" e lo screenshot dove mi dicono che la verifica è stata completata.

Thank you for providing the additional information and screenshots.

Please note that it is not unusual for a casino to request additional documents, such as a bank statement, even after the account has already been marked as verified. Verification may involve several separate checks, and additional documentation can be required specifically in connection with a withdrawal or the verification of a payment method.

• Did you send your bank statement as instructed by the casino's live chat support? If so, please share the verification results concerning the bank statement you submitted.

We would like to see whether the casino confirmed receiving the document and, if it was subsequently rejected or deemed insufficient, what reason they provided and what document they are currently requesting from you.

• If the bank statement was rejected, please send the same document to [email protected] for an independent review.

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear TheMaGIcAnDRex,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean