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I am submitting a complaint regarding a delayed withdrawal and a blocked account without a clear explanation.

On April 18, 2026 (during the night), I requested a withdrawal of €1850. The withdrawal status has remained "pending" ever since, with no progress.

Immediately after submitting the withdrawal request, I contacted the casino support to ask if any additional documents were required. I was clearly informed that NO additional documents were needed at that moment and that I simply had to wait for a review by the financial department, which would take approximately 2 hours.

After this time passed, there was still no update. The next morning, I contacted support again and was then told that the processing time had been extended to up to 72 hours (3 days), without any specific explanation for the delay.

I asked what kind of additional review was being performed, given that my account is already fully verified. I have provided all required documents, including:

- Identity document (ID)

- Verified payment method

- Photo of the payment card used for deposits

It is very important to note that at no point has the casino requested any additional documents from me. Despite this, they claim that an "additional verification" is taking place, without explaining what exactly is being checked.

Shortly after this conversation, I attempted to log into my account and found that it had been blocked. Upon contacting support again, I was informed that my account had been blocked due to this additional verification process.

I consider this situation highly concerning because:

- My withdrawal is being delayed without a clear reason

- No additional documents are requested, despite claims of verification

- My account has been blocked during an active withdrawal request

- The provided timeframes are inconsistent and keep changing without explanation

I kindly request your assistance in resolving this issue, ensuring that my withdrawal is processed, and obtaining a clear explanation from the casino regarding both the delay and the account restriction.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila