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I requested a withdrawal of €2000.00. But immediately after they asked me for proof of funds. I sent my documents several times (bank statement, photo of the front and back of the credit card with my name, IBAN and card number and screenshot of the transaction made for the deposit on the day of the win) but they are systematically rejected. A few days before, however, they quickly processed a withdrawal request made by me of €1500.00.

By the way, the balance is much higher than the 2000 requested and I intend to proceed with further withdrawals.

I do not deny a certain concern. Also because I do not understand the reason why I can proceed with the deposit but the withdrawal is blocked.

Ho richiesto un prelievo di €2000,00 . Ma subito dopo mi hanno chiesto una prova dei fondi . Ho inviato più volte i miei documenti ( estratto conto , foto fronte retro della carta di credito con il mio nome, IBAN e numero della carta e screenshot della transazione effettuata per il deposito il giorno della vincita )che però vengono sistematicamente rifiutati .pochi giorni prima però hanno espletato in tempi brevi una richiesta di prelievo effettuata da me di € 1500,00 .

Tra l’altro il saldo è molto più alto dei 2000 richiesti e ho intenzione di procedere con altri prelievi .

Non nego una certa preoccupazione . Anche perché non mi spiego il motivo per cui posso procedere con il deposito ma il prelievo è bloccato .

Dear AleAllu,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear AleAllu, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you currently have any pending withdrawals in your account? If yes, when exactly did you request it? Could you please send us a screenshot of your withdrawals page?

Also, have you been able to successfully complete the verification process, or is the casino still rejecting your documents?

Hi. They have unblocked the withdrawals. Now I have another one waiting

Ciao . Hanno sbloccato i prelievi . Ora ne ho un altro in attesa

Dear AleAllu, kindly keep us informed should there be any updates on your case.

Sure. Thank you very much.

Certo . Grazie mille

Dear AleAllu,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.