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Following a win, I made three withdrawals of €500 on the 21st, 22nd, and 23rd. The withdrawal was processed within 1-3 business days. As of today, on the fifth business day, the process is still under verification, and support is providing generic responses, telling me there was a delay due to the influx of withdrawals made in recent days. When I requested verification, I was told it wasn't necessary. Since I still have a lot of money in my gaming account, I'm asking for help in recovering it. Thank you.

A seguito di una vincita ho effettuato tre prelievi da 500€ in data 21, 22 e 23 con conseguente elaborazione del prelievo in 1-3 giorni lavorativi, ad oggi, al quinto giorno lavorativo ancora rimane in fase di verifica e l’assistenza da risposte generiche e mi dice che c’è stato un ritardo a causa del flusso di prelievi che sono stati effettuati in questi giorni. Quando ho chiesto la verifica mi è stato detto che non era necessaria. Avendo ancora diversi soldi all’interno del conto gioco chiedo aiuto in modo da poterli recuperare. Grazie

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Dear marshy23,

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

Dear marshy23,

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.

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

Dear marshy23,

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.

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Best regards,

Attila