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I had to pay 2600 euros, I paid first 1500 euros then 1100 euros after 3 days we deducted from the win from the processing regime 1500 euros but we really did not run into the account. It still shows me that the processing will be won, but only 1100 euros. How is that possible and what can I do to get paid out? I played for real money deposited through one card but to pay out I put it on another card is not a problem?

Mal som na vyplatenie 2600 eur dal som vyplati najprv 1500eur potom 1100 eur po 3 dnoch my odpisalo z vyhry z rezimu spracovania 1500 eur ale realne my nenabehli na ucet. Este mi ukazuje ze spracovava sa vyhra ale uz len 1100 eur. Ako je to mozne a co mozem robit aby som dostal vyplatenu vyhru hral som za realne peniaze vlozene cez jenu kartu ale vyplatit som si to dal na inu kartu neni problem v tom?

Dear Martin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The common practice is to withdraw your winnings using the same payment method which has been used to deposit funds in to your account. If the original payment method is not available than a player is prompted to use a different one when withdrawing winnings. Why did you use a different card for a withdrawal? Have you been advised by the casino to do so? Could you please confirm that you have completed KYC account verification successfully in the past? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Martin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.