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I made the deposit with the Visa card that I had to buy in order to collect the withdrawal of a win. They have always paid their winnings with the post pay visa, suddenly depositing with visa at the time of withdrawal, I realize that it can only be withdrawn with Ezewallet or with Ecopayz which ask the bank on which you are supported. I opened the accounts on Ecopayz and eZeewallet but they do not withdraw with the post pay. Realboat refuses the payment through the visa card despite all the screenings sent documenting that both the withdrawal methods do not allow me to collect the winnings.

I asked to pay my winnings using the same method they use for the deposit but I was denied. If I had noticed the withdrawal methods I would never have made the deposit. A few months ago they had made me open the account on eZeewallet by depositing 20 euros which I lost and then I was told to buy the visa card, since they did not want to make the withdrawal on the post pay evolution mastercard card of which they accepted the deposit.

Now even eZeewallet and Ecopayz do not allow me to log in with the post pay. A Company cannot prevent the withdrawal of a win and cannot accept deposits with post pay cards by forbidding withdrawals. I don't have a bank account. I have sent many emails but they continue to tell me to use Ecopayz but how can I do the withdrawal if they do not accept the post pay. Also in this casino the slots get stuck several times during the scatters and they don't give any feedback.

I make a complaint in order to obtain the payment of the win on the original method used and then the immediate closure of the gaming account, which I have repeatedly closed due to the malfunction of the slots, of which the casino is aware.

Ho fatto il deposito con la carta Visa che ho dovuto acquistare proprio per riscuotere il prelievo di una vincita. Hanno sempre pagato le vincite con la post pay visa all'improvviso deposito con visa al momento del prelievo mi accorgo che si può solo prelevare con Ezewallet o con Ecopayz i quali chiedono la banca su cui sei appoggiato. Io ho aperto i conti su Ecopayz e eZeewallet ma non fanno prelevare con la post pay. Realboat rifiuta il pagamento tramite la carta visa nonostante tutti gli screening inviati documentando che entrambi i metodi di prelievo non mi permettono di riscuotere la vincita.

Ho chiesto di pagare la vincita con lo stesso metodo che usano per il deposito ma mi è stato negato. Se mi fossi accorta dei metodi di prelievo non avrei mai fatto il deposito. Già qualche mese fa mi avevano fatto aprire il conto su eZeewallet depositando 20 euro che ho perso per poi sentirmi dire di acquistare la carta visa, poiché non volevano fare il prelievo sulla carta post pay evolution mastercard della quale hanno accettato il deposito.

Ora anche eZeewallet e Ecopayz non mi fanno accedere con la post pay. Una Società non può impedire il ritiro di una vincita e non può accettare i depositi con le carte post pay proebendo i prelievi. Io non ho nessun conto corrente bancario. Ho mandato tante email ma continuano a dirmi di usare Ecopayz ma come faccio a fare il prelievo se non accettano la post pay. Inoltre in questo casinò più volte durante gli scatter si bloccano le slot non danno nessun riscontro.

Faccio reclamo onde ottenere il pagamento della vincita sul metodo originale usato e poi l'immediata chiusura del conto giochi, che ho più volte chiuso per il malfunzionamento delle slot, del quale il casinò è a conoscenza.

Dear Gigliola,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your withdrawal problem.

Please understand, that variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers and bank restrictions, all have a major influence. Please try to contact the casino and find a payment method that would be suitable for both of you. If you have been advised to use a specific payment method to withdraw your winnings, please follow the instructions and provide all the necessary information as soon as possible.

Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much for your replies and for forwarding all the relevant communication.

However, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" (please see below) from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Good morning I have sent you the casino contract conditions to carefully read point 7 where it is emphasized that the player will be paid with the same deposit method. When a casino suddenly changes the withdrawal method should change the conditions and the rules of the casino highlighting that the withdrawal method will be different from the deposit method, this means deceiving the player who is forced to resort to means of withdrawal who do not speak in Italian, who want the support of a bank which does not happen with a prepaid card which, like the writer, had to buy at Italian post offices for the aforementioned casino, which continues to make deposits with any type of card. credit to then claim the opening of an online account with ecopayz or eezewallet without considering the multiple difficulties the player is facing. If you read the conditions of the casino you had in point 7 withdrawals all the possibilities to intervene and charge the winnings as in the contract obligations

Buongiorno vi ho inviato le condizioni di contratto del Casinò di leggere attentamente il punto 7 ove si sottolinea che il giocatore verrà pagato con lo stesso metodo di deposito. Quando un casinò cambia all'improvviso il metodo di prelievo dovrebbe cambiare le condizioni e il regolamento del casinò evidenziando che il metodo di prelievo sarà diverso da quello di deposito, questo significa trarre in inganno il giocatore che si vede costretto a ricorrere a mezzi di prelievo che non parlano in italiano, i quali vogliono l'appoggio di una banca cosa che non succede con una carta prepagata che, come la scrivente ha dovuto acquistare presso poste italiane per il suddetto casinò, che continua a fare depositare con ogni tipo di carta di credito per poi pretendere l'apertura di un conto on line presso ecopayz o eezewallet senza considerare le molteplici difficoltà in cui va incontro il giocatore. Se leggeva le condizioni del casinò avevate al punto 7 prelievi tutte le possibilità di intervenire e fare pagare la vincita come nelle obbligazioni di contratto

Dear Gigliola,

Thank you very much for your reply. Could you please complete the following?

Payment method you have used to deposit funds: _____

Payment method you have been advised by the casino to use for withdrawals: _____

I fully understand your frustration and hassle which comes together with being forced to open a new account to withdraw your winnings but, as I mentioned earlier, sometimes casinos have their hands tied. Thank you in advance for your reply.

The casino made me purchase the post pay visa that uploaded me until a few weeks ago. Suddenly the withdrawal method changed I opened an account in Ecopayz where I am trying to transfer the winnings but apparently I want a bank account that I don't have. The support@reloadbet.com that Kyc@reloadbet.com have never helped me nor addressed has always helped me Mrs. Sandra of the online chat. You should enforce the contract conditions I do not want to be understood the contract conditions are legally recognized and when a casino changes the withdrawal method by law it is obliged to rectify, as in the present case, point 7 of the same conditions that you you have not been able to assert. The casino is acting in breach of its contractual gaming obligations and conditions. Since there should be a supervisory and control body, it cannot take legally recognized measures. The player must comply with all obligations and conditions and the casino can change or modify the withdrawal method without adjusting point 7. You have a legally recognized point for withdrawal which verbally states that withdrawals are made with the same payment method. This in Italy is called misleading the player for whom the casino would have been obliged to pay the winnings as per the above conditions

Il casinò mi ha fatto acquistare la post pay visa che mi ha caricato fino a qualche settimana fa. All'improvviso ha cambiato il metodo di prelievo ho aperto un conto in Ecopayz dove sto cercando di trasferire la vincita ma a quanto pare voglio un conto corrente bancario che non ho. Il support@reloadbet.com che Kyc@reloadbet.com non mi hanno mai aiutato né indirizzato mi ha sempre aiutato la signora Sandra della chat on line. Voi dovreste fare valere le condizioni di contratto io non voglio essere compresa le condizioni di contratto sono legalmente riconosciute e quando un casinò cambia il metodo di prelievo per legge è obbligato a rettificare, come nel caso in specie, il punto 7 delle stesse condizioni che Voi non avete saputo fare valere. Il casinò sta agendo non attenendosi agli obblighi e alle condizioni contrattuali di gioco. Visto che dovrebbe esserci un organo di vigilanza e controllo non può prendere dei provvedimenti legalmente riconosciuti. Il giocatore deve rispettare tutti gli obblighi e le condizioni e il casinò può cambiare o modificare il metodo di prelievo senza rettificare il punto 7. Avete un punto legalmente riconosciuto per il prelievo che recita testualmente che i prelievi vengono effettuati con lo stesso metodo di pagamento. Questo in Italia si chiama trarre in inganno il giocatore per cui il casinò sarebbe stato obbligato a pagare la vincita come dalle suddette condizioni

Thank you very much Gigliola for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

Hello Gigliola,

I am very sorry to hear about your issue. I will do my best to help you.

ReloadBet Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

I forgot I also provided the casino with my ISEE model to certify that in reality I have nothing, neither bank accounts nor anything else. I have two daughters that I run alone and they are depriving me of a win that would allow me to face my problems

Dimenticavo ho anche fornito al casinò il mio modello ISEE per attestare che in realtà non ho nulla né conti bancari né altro. Ho due figlie che mando avanti da sola e loro mi stanno privando di una vincita che mi permetterebbe di affrontare problemi miei

We would like to ask the ReloadBet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’

Dear Gigliola,

Thank you for your review on our brand.

Please be advised that both your withdrawal requests have been processed on July 15.

The 1-day delay in processing your payouts was caused by some temporary issues related to the according payment system. Still, the issue was resolved quickly and the processing time took not more than 48 hours (while the standard time frame is 24 hours). We apologize for the inconveniences created in this regards.

ReloadBet Casino is always paying their customers and you know that, because it's not the first winnings that we paid you. If a specific payment method is not available for withdrawals, for different reasons, our Customer Service tries to find the optimal solution for the client in such a case, so he could be paid in the end.

Therefore, there are no reasons to worry about payments at Reloadbet casino. Thanks for understanding.

Payout Reloadbet is a very serious casino. In fact, the writer only asked for help for how to withdraw the winnings with the ecopayz method swimming since the same does not have a bank or postal account. Ecopayz on payment has also proven serious and punctual

Reloadbet sui pagamenti delle vincite è un casinò molto serio. Infatti la scrivente ha solo chiesto aiuto per come prelevare le vincite con il nuoto metodo ecopayz visto che la stessa non è in possesso di un conto corrente bancario né postale. Anche Ecopayz sul pagamento si è dimostrato serio e puntuale

I would like to ask both sides to write here the update and confirmation once the payment is received so we can hopefully close this complaint soon.

Payment received through Ecopayz the complaint was not proposed for non-payment but only for the method used for withdrawals fearing that for those who do not have a bank account, Ecopayz will not be able to pay. This is true because if a player only has post pay visa without iban Ecopayz cannot pay because there is no iban. Fortunately, the writer also has the post pay evolution with iban and was able to receive payment. I repeat the reloadbet has always been punctual and serious in payments

Pagamento ricevuto tramite Ecopayz il reclamo non è stato proposto per il mancato pagamento ma solamente per il metodo utilizzato per i prelievi temendo che per chi non possieda un conto corrente bancario la Ecopayz non possa pagare. Questo è vero perché se un giocatore ha solo la post pay visa senza iban Ecopayz non può pagare perché non c'è un iban. Fortunatamente la scrivente ha anche la post pay evolution con iban ed ha potuto ricevere il pagamento. Ripeto la reloadbet è stata sempre puntuale e seria nei pagamenti

Hello,

ReloadBet Casino confirms that the according payment has been sent to the client.

Best Regards,

ReloadBet Team

Thank you very much Gigliola, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Gigliola, 

We are extending the timer by 7 days. Please, let us now if we can close this complaint.

Hello thanks for everything, I solved the problem that the complaint can be closed.

Buongiorno grazie di tutto ho risolto il problema per cui il reclamo può essere chiuso.

Thank you Gigliola for the update, we are glad the complaint got resolved.