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Good morning, I requested a withdrawal on 11/07.

Today, Wednesday, July 15, I received an email from the casino saying the withdrawal was completed, but I haven't received a single euro in my account.

the IBAN I entered is correct and they say they will let me know and that I have to wait.

I had already made withdrawals at their casino and when they sent me emails with completed withdrawals or always found the money in my account.

help me please

Buongiorno, ho richiesto un prelievo in data 11/07.

oggi mercoledì 15/07 mi arriva un e-mail da parte del casinò dove dicono che il prelievo è stato completato,ma sul mio conto non ho ricevuto neanche un euro.

l’iban inserito da me è corretto e loro dicono che mi faranno sapere e che devo aspettare .

avevo già effettuato prelievi nel loro casinò e quando mi inviavano e-mail con prelievo completato o sempre trovato sopra i soldi sul mio conto.

aiutatemi per favore

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Dear Emmacinque7,

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

The withdrawal was completed according to them, but I have not received any transfer from them…

they say they are doing all the necessary checks.

but I haven't received any answers yet.

Now they say the transfer has been processed, but I contacted my bank and was told that I have no incoming transfer from them.

They don't give me an answer other than to say I have to wait.

it's an absurd situation

I'm attaching the confirmation from them of the payment which never happened.

Il prelievo è stato completato a detta loro, ma io non ho ricevuto nessun bonifico da parte loro…

dicono che stanno facendo tutte le verifiche del caso.

ma non ho ancora ricevuto risposte.

Ora dicono che il bonifico è stato elaborato, ma contattato la mia banca mi è stato detto che non ho nessun bonifico in entrata da parte loro.

non mi danno risposta oltre dire che devo aspettare.

è una situazione assurda

in allegato lascio la conferma da parte loro del pagamento che non è mai avvenuto

Dear Emmacinque7,

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.

Dear Emmacinque7,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru