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I have lots of money in my account and have requested a withdrawal of €4,650. I have been playing for about a month, I have done all the checks... but after receiving two withdrawals in a regular and fast manner, now that I have won a lot of money, the site rejects my withdrawals asking me to verify a card that is not mine. I've already written them 5 emails, they've already rejected two identical withdrawals. At this point I am worried about this method full of lies that has already happened to other users.

Ready to send you documents if you want to help me.

Ho diversi soldi sul mio account ed ho chiesto un prelievo di € 4.650. Gioco da un mese circa, ho fatto tutte le verifiche... ma dopo aver ricevuto due prelievi in maniera regolare e veloce, adesso che ho vinto tanti soldi il sito mi rigetta i prelievi chiedendomi di verificare una carta non mia. Ho già scritto loro 5 mail, mi hanno già rigettato due prelievi identici. A questo punto mi preoccupa questo modo ricco di menzogne già capitato ad altri utenti.

Pronto ad inviarvi documenti se vorrete aiutarmi.

Dear nicomasiello,

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

I have completed all the procedures and verified the account already receiving two withdrawals. The problem is that in order not to pay me, they ask to verify a card that is not mine. Obviously I have all the documentation proving that the deposits made were made with the already verified cards and it is easy to cross-check.

Ho completato tutte le procedure e verificato l'account ricevendo già due prelievi. Il problema è che per non pagarmi chiedono di verificare una carta non mia. Ovviamente ho tutta la documentazione che prova che i depositi effettuati sono stati fatti con le carte già verificate ed è semplice fare un controllo incrociato.

In order to be able to deny them about the use of the card they requested of me (but which I have not used and it does not belong to me) I sent them the screenshot of my payments and the account statements of the verified cards. From these data it is easily tangible to cross-reference the data and verify that the payments made were made by my cards and not by this pseudo-card they require.

I look forward to your support.

Per poterli smentire riguardo l'utilizzo della carta che mi richiedono (ma che non ho utilizzato e non mi appartiene) ho inviato loro lo screenshot dei miei versamenti e gli estratti conto delle carte verificate. Da questi dati è facilmente tangibile incrociare i dati e verificare che i versamenti effettuati sono stati fatti dalle mie carte e non da questa pseudo carta che richiedono.

Aspetto vostro supporto.

I discovered, thanks to your site, that the number they asked me to verify did not correspond to any card, as you claimed. but it matched the id number issuing Apple Pay. I have sent a statement from Apple that says that number matches my card, complete with card statements. The card (or rather the apple pay reference) was successfully verified by the kyc department the next day. Having said that, they still don't pay, even though the canonical three days that they indicate for a withdrawal have elapsed. And it is very serious not to pay even now that I had to find out what had happened on my own. Overall we are 5 days waiting for the same withdrawal.

Ho scoperto, proprio grazie al vostro sito, che il numero che mi chiedevano di verificare non corrispondeva a nessuna carta , come tra l'altro affermava. ma corrispondeva al numero id che rilascia Apple Pay. Ho inviato attestazione di Apple che dice che quel numero corrisponde alla mia carta, con tanto di estratti conto della carta. La carta (o meglio il riferimento apple pay) il giorno dopo è stato verificato correttamente dal dipartimento kyc. Detto questo ancora non pagano, nonostante siano decorsi i canonici tre giorni che loro segnalano per un prelievo. Ed è molto grave non pagare neanche adesso che da solo ho dovuto scoprire cosa fosse accaduto. Complessivamente siamo a 5 giorni di attesa per il medesimo prelievo.

The third working day is over and they don't pay. Indeed in chat they tell lies, I have the transcripts to prove it, first they ask me for verification. Then later they tell me that the verification is ok and the withdrawal has been processed and after an hour they tell me to

new that is in progress.

I begin to fear the worst.

Il terzo giorno lavorativo è terminato e non pagano. Anzi in chat dicono menzogne, ho le trascrizioni che lo dimostrano, prima mi richiedono la verifica. Poi successivamente mi dicono che la verifica è ok e il prelievo è stato processato e dopo un’ora mi dicono di

nuovo che è in elaborazione.

inizio a temere il peggio.

I mentioned your name and they paid. Everything is OK.

Ho fatto il vostro nome ed hanno pagato. tutto ok.

Dear nicomasiello,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru