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Help with trustly withdrawal


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So i tried this new casino kingbilly.io , i deposited 50 euro with a 100% bonus. I played some Amatic games and ended up clearing the wager and made a withdrawal, all my documents are approved but the withdrawal was pending for several hours so i asked the live chat and they gave me this response. https://gyazo.com/5c27301f280b54500091e2b75b78d0a8

Anyone had similiar problems? i tried a regular bank withdrawal now instead of trustly but i would like to know possible reasons this didn't work.

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