They promised to try to respond within 20 days.
In any case, I would warn anyone to make a deposit in this casino for now. There are so many similar complaints that there are only two options. Scam or failure.
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Has it been 20 days since you first posted your complaint here? If not, then it's better to wait until the time promised by customer service. Don't be too hasty,
Not hasty too especially also with discrediting the casino to other people like he has said.
If a casino promises you a response within a certain period, you should understand that there are other issues that they are attending to as well that have come before your own and they have to put you in a time frame to ensure that they are able to satisfy everyone. If after the waiting time the casino demands that you give them some little more time, I think you should also try and exercise some more patience because some issues take more time than expected.