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The casino keeps saying that the withdrawal method is incorrect. I canceled 8 withdrawal requests, I expect the situation will not be resolved.

Il casinò continua a dire che il metodo di prelievo non è corretto. Mi ha annullato n.8 richieste di prelievo, prevedo la situazione non si risolva.

Dear Davide,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessary, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Which payment has been used to deposit funds into your account? S it the same that you have opted for to withdraw your winnings?

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

Best regards,

Petronela

Hello, I'll answer you by order:

> Could you confirm that your account has been fully verified?

I haven't been asked for confirmation yet

> What payment was used to deposit funds into your account?

Hype prepaid card

> Is it the same one you chose to withdraw your winnings?

Yes, on the first try with this result:

We inform you that the withdrawal request for a total amount of 1800 EUR to 5342 ***** 5209 has been rejected by the bank. We will not be able to process credit card withdrawal requests.

Then they asked me to request the withdrawal via IBAN and it was canceled twice with motivation:

We inform you that your 1000EUR withdrawal request has been canceled by the financial department.

Please note that your withdrawal request contains an error.

By creating a bank transfer withdrawal request, write your IBAN correctly in the payment data field, otherwise the payment will not be processed correctly.

Buongiorno le rispondo per ordine:

> potresti confermare che il tuo account è stato completamente verificato?

Non mi è stata richiesta ancora alcuna conferma

> Quale pagamento è stato utilizzato per depositare fondi sul tuo conto?

Carta prepagata Hype

> È lo stesso che hai scelto per ritirare le tue vincite?

Si, al primo tentativo con questo risultato:

Ti informiamo che la richiesta di prelievo di importo totale pari a 1800 EUR a 5342*****5209 è stata rifiutata dalla banca. Non saremo in grado di elaborare le richieste di prelievo tramite carta di credito.

Dopodiché mi hanno chiesto di richiedere il prelievo tramite IBAN ed è stato annullato per ben due volte con motivazione:

Ti informiamo che la tua richiesta di prelievo di importo pari a 1000EUR è stata annullata dal dipartimento finanziario. 

Tieni presente che la tua richiesta di prelievo contiene un errore.

Creando una richiesta di prelievo verso trasferimento bancario, scrivi correttamente il tuo IBAN nel campo relativo ai dati di pagamento, in caso contrario il pagamento non verrà elaborato correttamente.

Thank you very much, Davide, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I ask to close the case. Thank you

Chiedo di chiudere il caso. Grazie

Dear Davide,

Does it mean that you have received your withdrawal? Please let us know so we can properly close the complaint.

Dear Davide,

We haven't hear from you in a while. Could you please answer to my last question? If we won't get any respond within the next 7 days, the complaint will be rejected.

The complaint will now be rejected.