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Hello, I haven't been able to access my account since Monday, March 24, 2025 (see attachment). I was told in the live chat that this was an administrative decision. I've sent several emails requesting a refund of my €70 balance. So far, to no avail. I hope someone here can help me.

Hallo, ich kann seit Montag, den 24.03.2025 nicht mehr auf mein Konto zugreifen, siehe Anhang. Im Livechat sagte man mir, dass das eine Entscheidung der Verwaltung sei. Ich habe mehrere Emails geschickt, dass man mir doch bitte mein Guthaben von 70 Euro zurückerstatten soll. Bisher ohne Erfolg. Ich hoffe mir kann hier geholfen werden.

Dear AK1982888,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify what types of games you played, such as slots, live casino games, or sports betting?
• Have you completed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• Has the casino promised you a refund of your balance, or is it a request you made that has not yet been approved by the casino?

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

Best regards,

Veronika

Hello, I've played a few slots and a bit of sports betting, not much. I've withdrawn there before, without any problems. KYC was never requested, not even with my first withdrawal. The casino simply sent me the following email (see attachment).

Hallo, ich habe etwas Slots und etwas Sportwetten gespielt, nicht viel. Ich hatte schon mal dort ausgezahlt, ohne Probleme. KYC wurde nie angefragt, auch bei meiner ersten Auszahlung nicht. Das Casino hat mir lediglich folgende Mail zukommen lassen, siehe Anhang.