Casino Portugal - O jogador está passando por uma retirada atrasada.

I didn't play with a bonus or any promotion, I deposited 250 and bet 230, I won 363, I tried to withdraw and for 4 days now they haven't told me anything about the withdrawal. The website guarantees that my banks accept immediate transfers, but so far there is no transfer, they don't tell me anything and they don't solve my situation, they are bailing, I want my 380 euros then you know if you close my account or not I want my money.

Não joguei com bônus nem nenhuma promoção , depositei 250 e apostei 230 , ganhei uns 363 , tentei levantar e já fazem 4 dias que não me dizem nada acerca desse levantamento. O site garante que os meus bancos aceitam transferências imediatas , mas até agora não há nada de transferência, não me dizem nada e aliás não resolvem a minha situação estão se a baldar , quero os meus 380 euros depois vocês é que sabem se encerram ou não a minha conta quero o meu dinheiro

Dear larissa005,

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 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 checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since 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, 

Veronika

Dear larissa005,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.