The player from the United Kingdom had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We had reached out multiple times to request updates on the withdrawal status, but no response was received from the player. Consequently, the complaint was rejected due to lack of communication, which prevented further investigation.
Igrač iz Ujedinjenog Kraljevstva je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do tog dana nisu dobijeni. Više puta smo se obraćali da zatražimo ažuriranja o statusu povlačenja, ali nismo dobili odgovor od igrača. Shodno tome, žalba je odbijena zbog nedostatka komunikacije, što je sprečilo dalju istragu.
Pokušao sam da podignem gotovinu, postoji toliko prepreka da se traže verifikacije kartica i bankovnih računa. Dao sam im svoju vozačku dozvolu izvod iz banke i jednu od kartica za koje su tražili da proverim, a koje sam poslao fotografije. Onda su tražili drugu karticu da verifikuju koja je stavljena u kantu. Nemam više tu karticu za koju kažu da ne mogu da isplate sada
I tried to withdraw my cash there is so many obstacles asking to verify cards and bank accounts. I have given them my driving license a bank statement also one of the cards they asked me to verify which I sent photos of. Then they asked for another card to verify which has been put in the bin I no longer have that card which they are saying they can’t pay out now
Dear kimbers342017,
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.
Dear kimbers342017,
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.
Dear kimbers342017,
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
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
