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Good evening, a withdrawal was made on Monday 3/2 and I was informed that the money will be deposited in 3 business days from the day after the withdrawal.. I am still waiting for an answer regarding when I will receive the money and every time I have contacted representatives in the live chat they tell me that my request is in priority order and to be patient and everything is fine and not to worry but so far I have not received a clear answer or explanation as to why this is happening...

Καλησπέρα σας, έγινε ανάληψη τη Δευτέρα 3/2 και με ενημέρωσαν ότι τα χρήματα κατατίθενται σε 3 εργάσιμες ημέρες από την επόμενη της ανάληψης.. αναμένω ακόμα μία απάντηση σχετικά με το πότε θα λάβω τα χρήματα και όσες φορές έχω επικοινωνήσει στη ζωντανή συνομιλία με εκπροσώπους μου λένε ότι το αίτημα μου βρίσκεται σε σειρά προτεραιότητας και να κάνω υπομονή και όλα είναι εντάξει να μην ανησυχώ αλλά μέχρι στιγμής μία σαφή απάντηση ή εξήγηση γιατί συμβαίνει αυτό δεν έχω λάβει...

Dear katemonia1990,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

To wait 14 days while the initial update was 3... they also assure me every time I contact representatives that they have forwarded my request to be resolved as soon as possible, but there is no resolution, nor a timetable as they tell me since they do not belong to the competent department. Furthermore, I have not been informed if there is any "stuckness" in relation to the necessary documents, but only that I have to be patient...

Να περιμένω 14 μέρες ενώ η αρχική ενημέρωση ήταν 3... επίσης με διαβεβαιώνουν κάθε φορά που επικοινωνώ με αντιπροσώπους ότι έχουν προωθήσει το αίτημα μου για να διευθετηθεί το συντομότερο αλλά δεν υπάρχει διευθέτηση, ούτε χρονοδιάγραμμα όπως μου λένε μιας και δεν ανήκουν στο αρμόδιο τμήμα.Επιπλεον, δεν έχω ενημερωθεί αν υπάρχει κάποιο "κόλλημα" σε σχέση με τα απαραίτητα έγγραφα, αλλά μόνο ότι πρέπει να κάνω υπομονή...

Thank you for your reply and for providing more details. I understand your frustration with the delay, especially since you were initially informed that your withdrawal would be processed within 3 business days.

Based on our experience, withdrawals typically take up to 14 days to process fully. During this time, there could be various factors affecting the timeline, such as ongoing verification or a high volume of requests at the casino. It’s common for the casino to prioritize withdrawals, but sometimes processing times can be longer than expected.

I understand that the live chat representatives have assured you that your request is being handled, but we also recognize that a lack of clear communication can be frustrating. To help us look into this further, could you please confirm whether you have received any updates or notifications from the casino regarding your withdrawal request? Specifically, have they mentioned any issues with documents or verification, or is everything moving forward without any additional requests from their side?

Once we have more information, we can assist you more effectively. If the 14-day window passes without a resolution, please don't hesitate to reach out again, and we will escalate the matter with the casino.

Thank you for your patience and understanding.

Dear katemonia1990,

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.