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Hi, I describe what happened to me.

I deposited 20 euros and won 1600.

I requested the withdrawal, I received an email regarding the documentation that I duly sent ... Identity card, bank statement, utility bills, front and back ecard which I deposited ... The withdrawal was rejected well twice.. They want 4 more cards which I have deposited over time, but are no longer in my possession because they were lost and duly reported to the Italian authorities. As a result I cannot send photos. I have the impression that they don't want to pay me the winnings. They make up a thousand excuses.

Salve, descrivo quello che mi è successo.

Ho depositato 20 euro e ne ho vinti 1600.

Ho richiesto il prelievo, mi è arrivata un email riguardante la documentazione che ho regolarmente inviato...Carta d' identità, estratto conto bancario,bollette utenze, ecarta fronte e retro la quale ho depositato...Il prelievo mi è stato respinto ben due volte..Vogliono altre 4 carte le quali io ho depositato nel corso del tempo, ma non sono più in mio possesso perché smarrite e regolarmente denunciate alle autorità italiane. Di conseguenza non posso inviare foto. Ho l' impressione che non vogliono pagarmi la vincita. Inventano mille scuse.

Dear giovanni6283,

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

Thanks for the reply. I sent all the documents but it is not known why they were not approved. Can I attach them to you?

Grazie per la risposta. Ho inviato tutti i documenti ma non si sa per quale motivo non sono stati approvati. Ve li posso allegare?

Dear giovanni6283,

Have you received your withdrawal from the casino yet?

Dear giovanni6283,

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.