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Good evening,

I have been trying to withdraw the won amount after account verification and my withdrawal attempts are always cancelled. I have spoken with customer support and nothing has resolved. They say to wait but they always cancel the withdrawal. Meanwhile they said they had to contact me to confirm my details but nothing was done. I would like to see my situation resolved. Thanks

Boa noite,

tenho tentado fazer o levantamento do valor ganho depois da verificação de conta e as minhas tentativas de levantamento são sempre canceladas. Tenho falado com o apoio ao cliente e nada tem resolvido. Dizem para aguardar mas cancelam sempre o levantamento. Entretanto disseram que tinham de me contactar a dizer para confirmar os meus dados mas nada feito. Gostaria de ver resolvida a minha situação . Obrigada

Dear Pepas95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you tried using various withdrawal methods (in case they are available)? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

I haven't activated any bonuses. It is the first withdrawal in this casino. I have already used all available methods except the one to exit with crypto and all are refused. Thanks

Não ativei nenhum bónus. É o primeiro levantamento neste casino. Já utilizei todos os métodos disponíveis menos o de sair com cripto e todos são recusados . Obrigada

The only bonus I activated was a free spins bonus that added about 2 euros. It kept rejecting my withdrawal requests. I have already been contacted to confirm data but everything remains the same. Now they say I have a maximum withdrawal of 1000 a day and that's what I did but they still refuse to pay me.

O único bónus que ativei foi um de jogadas grátis que acrescentou cerca de 2 euros. Continuava rejeitar me os pedidos de levantamento. Já me contactaram para confirmar dados mas continua tudo igual. Agora dizem que tenho fazer um levantamento máximo de 1000 por dia e foi o que fiz mas continuam a recusar pagar me.

Thank you very much for your reply, Pepas95. Before we contact the casino, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Pepas95,

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.

Hello Pepas95,

Please note, that in order to make withdrawals, your account must be validated with all the documentation as informed by the Support team via email.

Once your account is fully validate for withdrawal purposes, any future withdrawals will be processed without any inconvenience.

In case of any doubts or enquires, please contact via email [email protected] or chat.

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.