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Dear Ke,

Thank you very much for submitting your complaint through our website. Please could you answer a few questions for me so that I can fully understand what the issue is? Was this your first withdrawal request? What method did you use? Did you complete the KYC process (verification) in the past?

Please, be aware that all casinos take KYC very seriously in order to send the winnings to the right player. In some cases, it might take a bit longer. Please be patient. I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Ke,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.