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I have been waiting for a response about my withdrawal the casino are not contacting me back I have sent numerous emails, i am also trying the live chats feature but that is never available

Dear Suzanne,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi I have sent all my verification documents but they are still yet to contact me back, there is no issue it is just pending!

Thank you, Suzanne, for your reply. 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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

i sent all this in 4 days ago now, the thing that is more annoying is the live chats feature doesn’t work they are never online although they say they say they are available 24/7

I fully understand your frustration, Suzanne. I will set the timer for additional 5 days and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for the good news regarding your account verification and withdrawal. Thank you in advance for your patience.

Hello Suzanne,

Have there been any developments since our last conversation?

No development as I am really annoyed I ended up spending the full amount of my withdrawal, I am so angry about this as they were very irresponsible and should not be allowed to trade!!!

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. 

We rejected this complaint as the funds have been played before we could intervene.