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Dear reader,

I have an amount in my account, but I want to withdraw it.

I have been waiting for 1 week on my recording that has been open for a long time. I asked via email if I can withdraw 7000EU which is also in their t&c.

The maximum withdrawable amount per account is limited to 7000€/month (or currency equivalent), unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be made to players with a higher VIP level, if any, at the Casino's sole discretion. If a customer wins more than €30,000, the Casino reserves the right to divide the payout into monthly installations until the full amount is paid out. If the amount to be withdrawn is larger than €7,000 , the remaining amounts will be placed back in the player's account, to be withdrawn in the following month. Withdrawals (payouts) exceeding more than €2,300 will require additional verification procedures; proof of identity, age and place of residency. "The Company" reserves the right to carry such verification procedures in case of lower payouts. The Company, reserves the right to delay and/or stop the processing of Cash Out requests until final approval has been received for any outstanding Deposit transactions.

I received a message that I do not comply, because I am not a VIP. I would like to leave this casino because I feel cheated and do not receive any money

Dear Andnandagn,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Andnandagn,

We are extending the timer by 10 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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.