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Hello, I'm having a problem with withdrawals. Yesterday, 01/04/2023, I decided to try to play at the casino, try my luck, as I usually have no luck, I did not hope for anything. Topped up the balance for a minimum payment of 500 hryvnia. I won with a marvelous diva, there was no limit to joy. The withdrawal amount was 12,000 hryvnia. Tried to withdraw funds. To which, in response, "withdrawal is not available, please contact those support," she wrote a bunch of messages to those support. Nobody gets in touch. I do not know what to do . At least I need to return the amount that I originally deposited in the account. I was so happy that luck was on my side. But no one wants to help me with the problem. Even when I tried to withdraw funds, the line "username "Nick"" lit up in red "the name is not correct, it cannot start with a number", I corrected it, and the date of birth changed to yesterday's day-month-year. Please help me 🆘

Здравствуйте, столкнулась с проблемой касательно вывода средств. Вчера 04.01.2023 решила попробовать поиграть в казино, попытать удачу так как обычно не везет ни на что не надеялась . Пополнила баланс на минимальный платеж 500 гривен. Дивом дивным я выиграла, радости не было предела . Сумма к выводу составляла 12000 гривен. Попыталась вывести средства . На что в ответ «вывод недоступен, пожалуйста обратитесь в тех поддержку» писала в тех поддержку кучу сообщений. Никто не выходит на связь. Я не знаю что делать . Мне хотябы сумму которую я изначально на счет положила вернуть . Я так радовалась что и на моей стороне удача есть. Но никто не хочет помочь мне с проблемой. Еще когда пыталась вывести средства строка «имя пользователя «Ник»» засветился красным « не правильное имя, оно не может начинаться с цифры» я его исправила, и дата рождения изменилась на вчерашнее число-месяц-год. Прошу вас помогите 🆘

Dear nika858,

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

Dear nika858,

Have you received your withdrawal from the casino yet?

Dear nika858,

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.