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R$1,140.00 was won in the game with bets. I went to try to withdraw the money, I didn't find the option, so I tried to cancel the amount I have, or send it to my account, it was not possible at the moment to recognize the ID (identity) had not been confirmed! I contacted support (English and looks more like a robot than a person) and they told me that it can take 7-14 days to confirm.

So until now I hadn't withdrawn any amount, and today needing the money, I tried to withdraw or transfer and I couldn't!

In other words, they didn't give me any solution! 🤦🏻‍♂️🤷🏻‍♂️

Foram ganhos R$1.140,00 no jogo com apostas. Fui tentar sacar o dinheiro não achei a opção, procurei então cancelar quantia que tenho, ou mandar pra minha conta, não era possível no momento o reconhecimento da ID(identidade) não havia sido confirmado! Entrei em contato com o suporte (inglês e mais parece um robô do que uma pessoa) e me disse que pode levar de 7 a 14 dias a confirmação.

Então até o momento não havia retirado nenhum valor, e hoje precisando do dinheiro, tentei sacar ou tranferir e não consegui!

Ou seja eles não me deram nenhum solução! 🤦🏻‍♂️🤷🏻‍♂️

Dear Lucas,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? Was it your first withdrawal request in this casino or you’ve received payments before? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

It is problem with ID verification (Identity) not proved that I am the account holder says it takes 7-14 days.

And there's another question about the bank details they asked for such a "Quick" I asked my manager he said he would have to ask the company that would send me the money from outside.

So I need to solve this issue, as this was the first time I tried to withdraw the money and I didn't even find the option to withdraw just to cancel the money!

I would be grateful if you could solve this issue, and get my money!

É problema com a verificação de ID (Identidade) não comprovaram que eu sou o titular da conta diz que leva de 7 a 14 dias.

E tem outra questão sobre os dados bancários pediram um tal de "Rápido" perguntei ao meu gerente ele disse que teria que perguntar a empresa que iria me enviar o dinheiro de fora.

Então preciso resolver essa questão, quanto pois está foi a primeira vez que tente sacar o dinheiro e nem achei a opção de sacar só a de cancelar o dinheiro!

Ficaria agradecido se conseguisse resolver essa questão, e conseguisse saca meu dinheiro!

Have you been informed what specifically seems to be a problem in verifying your account, please?

Dear Lucas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.