Topacio Casino - El retiro del jugador se retrasa debido a una revisión de la cuenta.

Problem description:

Since April 2nd I have been waiting to be able to withdraw my balance of $81,000 from my account, which is in the "process of review" according to support.

I have repeatedly requested information about the reason for the review and the timeframe for the release of my funds, but I have not received a clear answer or confirmation that my funds will be returned.

Solicitous:

Detailed explanation of my account review.

Estimated timeframe for the release of funds.

Written confirmation that my $81,000 will be released.

Descripción del problema:

Desde el 2 de abril estoy esperando poder retirar mi saldo de $81.000 de mi cuenta, la cual se encuentra en "proceso de revisión" según el soporte.

He solicitado varias veces información sobre el motivo de la revisión y el plazo de liberación de mis fondos, pero no he recibido respuesta clara ni confirmación de que se me devolverán los fondos.

Solicito:

Explicación detallada de la revisión de mi cuenta.

Plazo estimado para la liberación de los fondos.

Confirmación por escrito de que mis $81.000 serán liberados.

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Dear Carmen111,

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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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

Petra

Dear Carmen111,

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,
Petra
Casino.Guru