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Good evening,

I'm having trouble withdrawing my winnings, they tell me to use another withdrawal method than the option to use the Mastercard method.

Without explanations. I am VIP level 4 given the large sums I have invested in the platform which would guarantee me a monthly withdrawal of 15,000 euros divided into withdrawals of 1,000 euros per day for a maximum of three withdrawals from the pending account. Unfortunately they don't allow me to withdraw (I have already withdrawn the money some time before no more than 1000 euros) and now they no longer accept the withdrawal which given my VIP status should be faster. I wrote to the assistance both live chat which did not solve the problem and sent email to the support but to date no explanation whatsoever. Could someone direct me on how to move in this anomalous situation?

Buonasera,

Sto riscontrando dei problemi per il prelievo della mia vincita, mi dicono di usare un altro metodo di prelievo rispetto all'opzione di usare il metodo Mastercard.

Senza spiegazioni. Sono livello Vip 4 dato le grosse cifre che ho investito nella piattaforma che mi garantirebbe un prelievo di 15.000 euro mensili divise in prelievi da 1.000 euro al giorno per un massimo di tre prelievi sul conto in attesa. Purtroppo non mi permettono di prelevare ( ho già prelevato il denaro tempo prima non più di 1000 euro) e adesso non mi accettano più il prelievo che dato lo status vip dovrebbe essere più rapido. Ho scritto all'assistenza sia chat live che non mi risolvono il problema che inviato email al supporto ma ad oggi nessuna spiegazione alcuna. Qualcuno potrebbe indirizzarmi sul come muoversi in questa situazione anomala?

Dear loana86marino,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

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

Good evening, this is to inform you that by changing the withdrawal method and using a bank transfer, the credits were processed surprisingly quickly. I'm sorry that I doubted the seriousness of the casino in question. Thank you for your attention and I am very happy that I was wrong.

Buonasera, la presente per informarLa che cambiando metodo per il prelievo e usando bonifico bancario gli accrediti sono stati evasi con rapidità sorprendente. Mi dispiace di aver dubitato della serietà del casinò in questione. Vi ringrazio dell'attenzione e sono contentissima di essermi sbagliata.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, loana86marino, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru