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Good morning, I've been playing on this site without any issues until it came time to withdraw.

They have asked for an endless amount of documents day after day, and I have provided everything perfectly. Each time, they delay me by 24 hours.

This is unacceptable, especially considering the withdrawal limits are 1500 per day and 4000 weekly, even for a bank transfer.

Buongiorno, ho giocato su questo sito senza avere mai problemi finchè non è arrivato il momento di prelevare.

Mi hanno chiesto un infinità di documenti giorno per giorno e gli ho fornito tutto alla perfezione e ogni volta mi rimandano di 24h.

Non è possibile tutto ciò considerando i limiti di prelievo che sono di 1500 al giorno e 4000 settimanali anche se è un pagamento tramite bonifico.

Dear antoniomattia170117, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When did you last communicate with the casino about verifying your account and receiving your winnings?

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

Best regards, 

Veronika

I did the normal verification as soon as I opened the account with document and selfie

then at the withdrawal they initially asked me for a photo of the debit card front and back

bank statement

Now they asked me for screenshots of the deposit operations, I provided everything but despite this they always postpone.

I received and redid the verification 3 times they always ask for new things

Ho fatto la verifica normale appena ho aperto l’account con documento e selfie

poi al prelievo mi hanno chiesto inizialmente foto carta di debito fronte e retro

estratto conto bancario

adesso mi hanno chiesto screen delle operazioni per il deposito ho fornito tutto ma nonostante ciò rimandano sempre .

ho ricevuto e rifatto la verifica 3 volte chiedono sempre cose nuove

Updates: the site has authorized the withdrawal but still nothing of the funds I will update you thanks

Aggiornamenti: il sito ha autorizzato il prelievo ma ancora nulla dei fondi vi aggionerò grazie

Withdrawals that were in progress have been authorized but the remaining balance has disappeared!

I prelievi che erano in corso sono stati autorizzati ma il saldo rimasto è sparito !

Thank you for keeping me updated. Could you please clarify how much money you successfully received from the casino?

How much of your balance was voided? Also, did you contact the casino's customer support after your remaining funds were confiscated?

Dear antoniomattia170117,

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.