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I am writing to formally complain about the severe difficulties I am facing with withdrawing my winnings from this casino.

On January 13th, I requested a withdrawal of €1,000 from my total winnings of €6,000.

Initial Verification Issues: Immediately following the withdrawal request, I was asked to provide further identification, including a selfie. I promptly complied with this request and it it was subsequently verified.

Withdrawal Restrictions: I discovered that the only available withdrawal options are bank transfers or cryptocurrency. Despite depositing funds using a card, direct withdrawals to that card are not supported.

Ongoing Withdrawal Declines and Verification Requests:

1. I attempted a bank transfer to my Revolut account, which was subsequently canceled.

2. I was then instructed to upload a bank statement showing transactions from the card used for deposits. After uploading the statement and undergoing another verification process, I resubmitted the withdrawal request.

3. This request was also canceled, with the explanation that withdrawals to Revolut were not yet available. I was advised to email the casino for further assistance.

4. I emailed the casino but received no response.

5. I contacted live chat and was instructed to use my local bank IBAN instead.

6. I submitted another withdrawal request to my local IBAN, but it was also canceled.

7. I was then asked to upload proof of address and proof of ownership of the IBAN number to prevent further delays.

Uninformed Withdrawal Cancellation: I checked my account 24 hours later and discovered that my most recent withdrawal request had been canceled over 12 hours prior, with no prior notification via email.

Lack of Support: I contacted live chat again to express my frustration and inquire about the reason for the cancellation and the next steps. However, I was only informed that I would be receiving an email, which I never received.

This series of events has been incredibly frustrating and has severely impacted my trust in your platform. The constant delays, multiple verification requests, and lack of communication are unacceptable. I feel as though I am being taken for a ride.

I demand an immediate resolution to this issue. I request the successful processing of my withdrawal request and a clear explanation for the repeated cancellations and delays.

I expect a prompt and comprehensive response addressing my concerns and outlining the steps you will take to rectify this situation

Dear heathcliffvassallo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Might I add that my account was fully verified twice as I have also submitted additional documents as asked with no problems at all.

This is a tactic for the player to play through the winnings, very clear.

My main issue is that whenever my previous withdrawals were cancelled, an email was received, instructing me why this was cancelled. This time round, over 30 hours have passed since the last ‘not approval’ based on no REASONS at all and the casino promises further information via email, which was never received.

I hope you are well.

With reference to the previous communications, I am writing to further update and escalate the complaint I had already submitted regarding the verification and withdrawal process for the amount of €6,000.

To provide some context, following your advice to withdraw the full amount and to close my account, I proceeded as instructed. However, I am now unable to access my account in any way. Since this issue began, I have made multiple attempts to resolve it, but I am still stuck in the same position, if not worse.

On Monday, January 20th, I spoke with customer support, who informed me that the withdrawals had been processed—€2,000 on Monday and €1,000 scheduled for yesterday, in line with the casino's €3,000 weekly withdrawal limit. Given this information, I decided not to reach out on Tuesday, but today, I followed up, as I have not received any confirmation of the first transaction, nor have I seen any funds deposited into my account.

The casino then asked me to provide my full name, email, and phone number, which I did. To my surprise, they claimed they had no record of my account under the provided email address, stating that they had never had an account associated with it. I mentioned that my account may be suspended, but I was assured that suspended accounts would still be visible to support. After an hour of back-and-forth, they eventually claimed to locate my account but still provided no updates regarding the status of my withdrawals.

Moreover, I was asked why I had not made the withdrawal to my Maltese IBAN, despite the fact that I had already uploaded proof of ownership and had requested a withdrawal to that same IBAN last Friday. Instead, they insisted that I had attempted a withdrawal to cryptocurrency, which is simply not the case—I do not even own cryptocurrency. I emphasized that I had submitted my local IBAN details specifically for the withdrawal, and yet they continued to push an unrelated issue.

At this point, after numerous contradictory statements, I was told to request the withdrawal to my Maltese IBAN once again. However, when I attempted to log in to make this request, I found myself unable to access my account. I was then told I would receive an email to reset my password, but given the ongoing chaos, I have little confidence that this will lead to a resolution.

I am attaching all relevant screenshots from our conversations to demonstrate the level of confusion and dishonesty I have encountered throughout this process. It is clear that the casino is not addressing this matter in good faith, and it feels as though I am being treated unfairly, all while the €6,000 owed to me remains in limbo.

I request your immediate intervention to resolve this issue and facilitate the withdrawal of my funds. Please provide an update at your earliest convenience.

Thank you for your attention to this matter. 

We are still in the same situation, both from the casino side, and also I have been replying to our own thread of emails since the 20th January, and even you fail to reply to any of the emails!

Dear heathcliffvassallo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Still in the same situation with no withdrawal at all. I have also emailed you countless times over the past 4 days with no replies whatsoevere.

Dear heathcliffvassallo,

Can you please clarify who did you talk with as I have not shared my e-mail address with you yet and haven't receive a single communication from you?

Regards,

Nick

Dear heathcliffvassallo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.