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Good morning, the withdrawal described was requested for the first time on Monday, February 1, 2026. The casino canceled it without reason, requesting additional documents that had never been requested before. So, I sent the documents and resubmitted the withdrawal request. To date, I have not received my withdrawal or received any news regarding it. I would like to point out that I am a VIP player who benefits from faster withdrawals than the usual 3-5 days.

Buongiorno, il prelievo descritto è stato richiesto la prima volta il giorno lunedì 1/02/2026, il casinó lo ha annullato senza motivo richiedendo altri documenti mai richiesti prima. Quindi ho inviato i documenti e rifatto la richiesta di prelievo. Ad oggi non ho ancora ottenuto il mio prelievo né notizie in merito. Voglio precisare che sono un giocare VIP che beneficia di prelievi più rapidi dei consoni 3/5 giorni.

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Dear lucaabis,

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 lucaabis,

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 lucaabis,

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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Thank you in advance for your time and feedback.

Best regards,

Karla