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Good morning, I would like to leave my displeasure here, I have a withdrawal in the amount of €600 made on December 1, 2022, an amount that has not yet reached my account even though it has been confirmed by them that it was transferred, I sent all the proof of movements in my account since 11-26-22 to prove that it was not transferred , they continue to say the same thing , that the amount was transferred to speak with my bank , well I went to my bank and they don't have any information about this transfer, the IBAN is correct and already confirmed by them. I even have a proof of transfer sent to me by Leon , in which it appears that the money was transferred to me , however since the 1st I have been waiting for it since that day . I do not know what else to do , if I have to wait yet more time to see if the 600€ will really be deposited in my account or not. I haven't even had any problems with withdrawals with this casino, but now this €600 I just don't know where it is.

Bom dia gostaria de deixar aqui o meu desagrado , tenho um levantamento no valor de 600€ efetuado dia 1 de Dezembro de 2022 , valor este que ainda não chegou à minha conta mesmo já tendo sido confirmado por eles que foi transferido , enviei todos os comprovativos de movimentos da minha conta desde o dia 26-11-22 para provar que o mesmo não foi transferido , continuam a dizer a mesma coisa , que o valor foi transferido para falar com o meu banco , pois bem dirigi-me ao meu banco e eles não têm qualquer informação sobre esta transferência , o IBAN está correto e já foi confirmado por eles . Tenho inclusive um comprovativo de transferência enviado pela Leon para mim , no qual aparece que o dinheiro foi transferido para mim , no entanto desde dia 1 que estou a aguardar pelo mesmo desde esse dia.Não sei mais o que fazer , se tenho que esperar ainda mais tempo para ver se realmente os 600€ vão ser depositados na minha conta ou não. Eu não tenho tido sequer qualquer problema com levantamentos com este casino , mas agora estes 600€ simplesmente não sei onde estão.

Dear Paulo10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

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.

Best regards,

Kristina

Hello Kristina, I have already made several withdrawals, all without any problems. Yes , all without bonus , the problem is not withdrawing the money , it is having it reach my account . My current withdrawal request is in the status "Completed" but since day 1 it has been like this.

Olá Kristina , já efetuei vários levantamentos , tudo sem qualquer problema. Sim , tudo sem bonus , o problema não está a ser retirar o dinheiro , está a ser ele a chegar à minha conta . O meu pedido atual de levantamento encontra -se no estado "Efetuado" mas desde dia 1 que se encontra assim .

Sorted out ! they already refunded me the total € 🙂

they sent a message today after my many attempts to solve the problem telling me that it was their mistake in the transfer.

Resolvido ! já me devolveram o € total 🙂

enviaram uma mensagem hoje depois de imensas tentativas minhas de resolver o problema a dizerem -me que tinha sido um erro deles na transferência .

Dear Paulo10,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru