The player from Malta had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The Complaints Team noted that the player experienced multiple issues with the withdrawal process, including a lack of communication from the casino regarding the status of his funds and difficulty accessing his account. Due to the player's lack of response to inquiries from the team, the complaint was currently being rejected, but the player retained the option to reopen it at any time.
Igrač sa Malte je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Njihov novac još nije bio primljen. Tim za žalbe je primetio da je igrač imao više problema sa procesom povlačenja, uključujući nedostatak komunikacije iz kazina u vezi sa statusom njegovih sredstava i poteškoće u pristupu svom nalogu. Zbog nedostatka odgovora igrača na upite tima, žalba je trenutno odbijena, ali je igrač zadržao mogućnost da je ponovo otvori u bilo kom trenutku.
Pišem da bih se zvanično žalio na ozbiljne poteškoće sa kojima se suočavam sa povlačenjem mojih dobitaka iz ovog kazina.
13. januara zatražio sam povlačenje 1.000 € od ukupnog dobitka od 6.000 €.
Problemi sa početnom verifikacijom: Odmah nakon zahteva za povlačenje, od mene je zatraženo da pružim dalju identifikaciju, uključujući i selfi. Odmah sam ispunio ovaj zahtev i on je naknadno verifikovan.
Ograničenja povlačenja: Otkrio sam da su jedine dostupne opcije povlačenja bankovni transferi ili kriptovaluta. Uprkos deponovanju sredstava pomoću kartice, direktno povlačenje na tu karticu nije podržano.
Tekuća odbijanja povlačenja i zahtevi za verifikaciju:
1. Pokušao sam da izvršim bankovni transfer na svoj Revolut račun, koji je naknadno otkazan.
2. Tada sam dobio instrukcije da učitam bankovni izvod koji pokazuje transakcije sa kartice koja se koristi za depozite. Nakon što sam otpremio izjavu i prošao još jedan proces verifikacije, ponovo sam podneo zahtev za povlačenje.
3. I ovaj zahtev je poništen, uz obrazloženje da povlačenja u Revolut još nisu dostupna. Savetovano mi je da pošaljem mejl kazinu za dalju pomoć.
4. Poslao sam e-poštu kazinu, ali nisam dobio odgovor.
5. Kontaktirao sam live chat i dobio sam uputstvo da umesto toga koristim IBAN lokalne banke.
6. Podneo sam još jedan zahtev za povlačenje na svoj lokalni IBAN, ali je i on poništen.
7. Zatim je od mene zatraženo da otpremim dokaz adrese i dokaz o vlasništvu nad IBAN brojem kako bih sprečio dalja odlaganja.
Otkazivanje neinformisanog povlačenja: Proverio sam svoj nalog 24 sata kasnije i otkrio da je moj poslednji zahtev za povlačenje otkazan pre 12 sati, bez prethodnog obaveštenja putem e-pošte.
Nedostatak podrške: Ponovo sam kontaktirao live chat da bih izrazio svoju frustraciju i raspitao se o razlogu za otkazivanje i narednim koracima. Međutim, samo sam obavešten da ću dobiti mejl, koji nikada nisam dobio.
Ova serija događaja je bila neverovatno frustrirajuća i ozbiljno je uticala na moje poverenje u vašu platformu. Stalna kašnjenja, višestruki zahtevi za verifikaciju i nedostatak komunikacije su neprihvatljivi. Osećam se kao da me vode na vožnju.
Zahtevam hitno rešenje ovog pitanja. Zahtevam uspešnu obradu mog zahteva za povlačenje i jasno objašnjenje za ponovljena otkazivanja i kašnjenja.
Očekujem brz i sveobuhvatan odgovor koji će odgovoriti na moju zabrinutost i navesti korake koje ćete preduzeti da ispravite ovu situaciju
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.
Mogu li da dodam da je moj nalog u potpunosti verifikovan dva puta, jer sam takođe bez ikakvih problema podneo dodatne dokumente na traženi način.
Ovo je taktika za igrača da igra kroz dobitke, vrlo jasna.
Moj glavni problem je da kad god su moja prethodna povlačenja bila otkazana, primljena je e-poruka sa uputstvom zašto je ovo otkazano. Ovog puta, prošlo je više od 30 sati od poslednjeg „neodobrenja" bez ikakvih RAZLOGA i kazino obećava dodatne informacije putem e-pošte, koje nikada nisu primljene.
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.
Nadam se da si dobro.
Pozivajući se na prethodna saopštenja, pišem da dodatno ažuriram i eskaliram žalbu koju sam već podneo u vezi sa procesom verifikacije i povlačenja iznosa od 6.000 evra.
Da bih pružio neki kontekst, prateći vaš savet da povučem ceo iznos i zatvorim svoj račun, nastavio sam prema uputstvima. Međutim, sada ne mogu ni na koji način da pristupim svom nalogu. Otkako je ovaj problem počeo, više puta sam pokušavao da ga rešim, ali sam i dalje zaglavljen u istoj poziciji, ako ne i gore.
U ponedeljak, 20. januara, razgovarao sam sa korisničkom podrškom, koja me je obavestila da su isplate obrađene — 2.000 evra u ponedeljak i 1.000 evra koje je planirano za juče, u skladu sa nedeljnim ograničenjem povlačenja kazina od 3.000 evra. S obzirom na ovu informaciju, odlučio sam da se ne javljam u utorak, ali sam se danas javio, jer nisam dobio nikakvu potvrdu o prvoj transakciji, niti sam video da su sredstva deponovana na moj račun.
Kazino me je tada zamolio da dam svoje puno ime, imejl i broj telefona, što sam i učinio. Na moje iznenađenje, tvrdili su da nemaju evidenciju o mom nalogu pod datom adresom e-pošte, navodeći da nikada nisu imali nalog povezan sa njim. Spomenuo sam da moj nalog može biti suspendovan, ali sam dobio uveravanje da će suspendovani nalozi i dalje biti vidljivi za podršku. Posle sat vremena razmene, na kraju su tvrdili da su locirali moj nalog, ali i dalje nisu pružili ažuriranja u vezi sa statusom mojih povlačenja.
Štaviše, pitali su me zašto nisam izvršio povlačenje na svoj malteški IBAN, uprkos činjenici da sam već postavio dokaz o vlasništvu i da sam prošlog petka zatražio povlačenje na taj isti IBAN. Umesto toga, insistirali su na tome da sam pokušao da povučem novac u kriptovalute, što jednostavno nije slučaj – ja čak i ne posedujem kriptovalutu. Naglasio sam da sam dostavio svoje lokalne IBAN podatke posebno za povlačenje, a ipak su nastavili da postavljaju nepovezano pitanje.
U ovom trenutku, nakon brojnih kontradiktornih izjava, rečeno mi je da još jednom zatražim povlačenje na svoj malteški IBAN. Međutim, kada sam pokušao da se prijavim da bih uputio ovaj zahtev, otkrio sam da nisam u mogućnosti da pristupim svom nalogu. Tada mi je rečeno da ću dobiti e-poštu da resetujem svoju lozinku, ali s obzirom na haos koji je u toku, nemam dovoljno poverenja da će to dovesti do rešenja.
Prilažem sve relevantne snimke ekrana iz naših razgovora kako bih pokazao nivo konfuzije i nepoštenja na koji sam naišao tokom ovog procesa. Jasno je da se kazino ne bavi ovim pitanjem u dobroj nameri, i čini mi se da se prema meni nepravedno postupa, dok je 6.000 evra koje mi duguje ostaje u neizvesnosti.
Tražim vašu hitnu intervenciju kako biste rešili ovaj problem i olakšali povlačenje mojih sredstava. Dostavite ažuriranje što je pre moguće.
Hvala vam na pažnji prema ovom pitanju.
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.
I dalje smo u istoj situaciji, kako sa strane kazina, tako i ja odgovaram na našu sopstvenu nit mejlova od 20. januara, a čak ni vi ne odgovorite ni na jedan od mejlova!
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.
I dalje u istoj situaciji bez ikakvog povlačenja. Takođe sam vam poslao e-poštu bezbroj puta u poslednja 4 dana bez ikakvih odgovora.
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.
Dragi Hethcliffvassallo,
Možete li, molim vas, pojasniti sa kim ste razgovarali, pošto još nisam podelio svoju e-mail adresu sa vama i nisam dobio nijednu poruku od vas?
pozdrav,
Nick
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
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.
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Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
