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Dear jarasipeter, 

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.

Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus? 

When was the last time you communicated with customer support regarding your delayed payment?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards

Veronika

Dear Veronica!

- The withdrawal has not yet taken place. Never. (In the meantime, I canceled a payment yesterday because the customer service told me that if I do not request payment with bitcoin, but with a bank transfer, it will take 2-3 days for my money to be sent. And there the system says Error with bank transfer, does not allow the their system, therefore making it impossible.)

- I won without a bonus, I always play without a bonus.

- I communicate with customer service almost every day, and they always ask for patience and apologies. Once they promised to send the money within 2-3 days, but this did not happen. I have a screenshot of that as well.

Best regards,

Peter

Do I understand correctly that you canceled your previous withdrawal request? Have you submitted a new withdrawal request in the meantime? What is its current status?

Dear jarasipeter,

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.