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Good day. On September 20th, I requested a withdrawal of 4,000 Euros. I have since been asked to provide numerous documents via email, including my cards, proof of identity, bank statements, and a utility bill. I was also asked to submit a front and back image of a card ending in 1681; a card I no longer use as it's expired and useless. Moreover, they requested an updated, valid card ending in 1681. I have explained that the card they referred to has expired, and I haven't gotten a new one. Also, I pointed out that I have been using a different card for deposits, and that the account linked to the expired card was closed as it was unusable. Despite my explanations, they continue sending me emails stating they can't proceed since the card is invalid, etc. I've repeatedly clarified that I no longer use that card but they seem to disregard this. They offer me no solution via chat. There are 4,000 Euros on hold. Money I've won with my stakes and I'm unable to withdraw! What am I supposed to do now?

Buongiorno. Il giorno 20 settembre ho richieste un prelievo di 4000 mila euro . Ora mi hanno chiesto decine di documenti via email le mie carte per dimostrare tutto più un selfie con la carta d identità un estratto conto una bolletta delle luce . In più mi hanno anche chiesto una foto fronte retro di una carta con finale 1681 che io non uso più essendo scaduta ed inutilizzabile . E mi hanno chiesto una carta con finale 1681 in corso di validità . Gli ho spiegato che la carta in quel caso è scaduta e non ne o di nuove e anche spiegato che come versamento stavo usando in altra carta. E che quella carta e quel conto sono stati chiuso essendo inutilizzabili ma continuano ad inviarmi email dicendo che non possono procedere perché la carta non essendo valida e via dicendo gli sto continuando a spiegare che io quella carta non la uso più ma a loro sembra non gli importi via chat non possono fare niente ! Cosa devo fare ora ci sono 4000 euro fermi che sono soldi miei giocati con miei soldi che io non posso prelevare !

Dear matry3685,

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

Dear matry3685,

Have you received your withdrawal from the casino yet?

Dear matry3685,

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.

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.