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Hello Guru,

I've been waiting for a withdrawal of 2500 euros for 30 days! The casino is communicating with me but it still does not take the necessary steps to pay me.

As I am an impulsive gamer and wanted to lock my withdrawal, I asked a chat operator if my withdrawal was still valid if I closed my account. Without any response from the casino, they blocked access to my account. Since then, I have been fighting with them for my winnings. They are constantly extending the deadlines, telling me that they have the wrong IBAN number ... In short, I don't know if I will be paid one day!

Can you step in for a quick payment please?

Dear Makadam,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have accumulated your winnings with or without an active bonus? Is it an internal casino system issue, or it’s related to your account only? Was your account successfully verified before you’ve requested its closure?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Nevertheless, 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,

Petronela

Thank you for your reply.

I have not played with bonuses. I bet € 300 for the first time and I won € 2,500.

I made a withdrawal of € 2,500 and then I put back around € 1,000 thinking that I will get my winnings quickly.

As I am a compulsive gambler, I asked the question (only the question) to know if my winnings were still valid if I closed my account permanently. I wanted to lock in my winnings.

The casino blocked my account immediately after receiving the message.

He then told me that there would be a delay of 7 to 21 days for me to get my winnings (withdrawal requested on 05.31.2021). I relaunched the casino regularly to find out the status of my withdrawal.

On June 25, the casino informed me that the IBAN entered was incorrect and that I had to re-apply for a withdrawal.

He unblocked my account so that I could complete the process. I did request a new withdrawal of € 2,500 and the casino blocked my account again. The casino is now telling me 60 days to process my transfer since my account is blocked.

I bet a total of € 1300 and I want to get my winnings back quickly.

Thank you very much, Makadam, for your reply. I will be waiting for more good news patiently.

Hello Makadam,

Have there been any developments since our last conversation?

Dear Makadam,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.