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Withdrawal still under verification, even though it was made about 4 days ago

Prelievo ancora in fase di verifica, nonostante sia stato fatto circa 4 giorni fa

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Dear Francesco92,

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

My account has been verified according to their live chat, but withdrawals have been pending for 4 days now, with Saturday and Sunday being the main dates...

Il mio conto è stato verificato a detta della loro live chat, i prelievi risultano in fase di verifica da 4 giorni però, si con sabato e domenica al centro…

This evening they asked me for my documents saying that they had asked me for the documents on November 25th when no one had asked me for them

Questa sera mi hanno chiesto i documenti dicendo che mi avevano chiesto i documenti il 25 novembre quando a me nessuno li aveva chiesti

Dear Francesco92,

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.

You are very professional and thank you for your support, I would like to inform you that yesterday I had both withdrawals but I deactivated the account anyway it is not normal to wait 15 days

siete Molto professionali e grazie per il vostro supporto, vorrei comunicare che ieri ho avuto entrambi i prelievi però ho disattivato l account comunque non è normale aspettare 15 giorni

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

Dear Francesco92,

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,

Attila