Galactic Wins Casino - プレイヤーの出金は処理されていません。

Hello, I would like you to help me with the Galacticwins casino, I made a deposit for a bonus that is the following: 50 Zero-Wager Spins for a deposit of only USD 5 and from that bonus I took out 185 even though I can withdraw 100 from the bonus I don't I realized that, but the withdrawal is pending 185, but of which I must receive 100 and I requested the withdrawal and to withdraw I had to verify and my account was verified on April 15 and my withdrawal would be reviewed there, I have been consulting the chat live and he told me the same thing that is pending, that he allow them 3 days, that there is no problem with the withdrawal but that he give them some time. But it has already been more than 2 weeks and I have written many times to the live chat and it always says that it is in the verification process to wait 3 days and I feel that it is a long time to give an answer.

I will attach the screenshots here because I can not allow me to upload, thanks

Hola, me gustaría que me ayudara con el casino Galacticwins, hice deposito por un bono que es el siguiente: 50 Zero-Wager Spins for a deposit of only USD 5 y de ese bono saque de 185 aun que del bono puedo retirar 100 no me di cuenta de eso, pero el retiro esta pendiente 185, pero del cual 100 debo recibir y pedí el retiro y para retirar tuve que verificar y mi cuenta se verifico el 15 de abril y ahí entraría en revisión mi retiro, he estado consultando al chat en vivo y me ha dicho lo mismo que esta pendiente, que les permita 3 días, que no hay ningún problema con el retiro pero que les dé un tiempo. pero ya ha pasado mas de 2 semanas y escrito muchas veces al chat en vivo y siempre dice que esta en proceso de verificación que espere 3 días y siento que es mucho para dar una respuesta.

Adjuntare aquí las capturas porque no puedo me permite subir, gracias

Dear Ren15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that your account has not been verified yet? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

It is the first time that I request my withdrawal and I have sent all the necessary documents for verification and I have asked the live support that if I am verified and recent I have asked and they confirm it

es la primera vez que solicito mi retiro y he enviado todos los documentos necesarios para verificacion y he preguntado al live soporte que si estoy verificado y reciente he preguntado y me lo afirman

Hello, I have come to update you that they have paid me today the amount of $100 which was the correct withdrawal and I already have it in my account, thank you very much anyway.

Hola, vengo actualizar que me han pagado el día de hoy el monto de $100 que era el retiro correcto y ya lo tengo en mi cuenta, muchas gracias de todas maneras.

Dear Ren15,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru