Black Magic Casino - プレイヤーが賞金を受け取れずにいます。

Good. I uploaded in documents both the identity document, proof of address and image of the card with which I made the deposits. When trying to make a withdrawal by bank transfer it tells me that the account has to be fully verified. I have sent them an email, since the online chat does not exist although they say they have, and they have not responded to any of the 3 emails I have sent them where I asked them what more documents I needed to verify my account and be able to make the withdrawal that was trying to do without success. I hope you can help me. Thank you

Buenas. Subí en documentos tanto el documento de identidad, como justificante de domicilio como imagen de la tarjeta con la que realicé los depósitos. Al intentar realizar una retirada mediante transferencia bancaria me dice que la cuenta tiene que estar verificada completamente. Les he mandado email, ya que el chat online no existe aunque dicen que tienen, y no me han respondido a ninguno de los 3 email que les he mandado donde les preguntaba que documentos más hacia falta para verificar mi cuenta y poder realizar la retirada que estaba intentando hacer sin éxito. Espero que me podáis ayudar. Gracias

Dear Jesus5988,

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 Jesus5988,

Have you received your withdrawal from the casino yet?

Dear Jesus5988,

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

The player can reopen this complaint anytime.