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Good Morning,

I have made a segmented withdrawal request due to withdrawal limits.

The requests were accepted and paid at the same time, however, only one transfer of €2000 has arrived in my account.

Buongiorno,

Ho effettuato la richiesta di prelievo segmentata a causa dei limiti di prelievo.

Le domande sono state accolte e pagate nello stesso momento tuttavia solo un bonifico è arrivato sul mio conto pari a €2000.

Dear simonececchini0495,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you submitted your withdrawal requests? What is their current status (pending or processed)?

Have you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The withdrawals were made on 05/08/2024 and are paid on the site.

The winnings were without bonus and all verifications were successfully completed in the previous months.

Of 6 withdrawals only 1 arrived

I prelievi sono stati effettuati il giorno 08/05/2024 e risultano pagati sul sito.

Le vincite erano senza bonus e tutte le verifiche sono state completate con successo nei mesi precedenti.

Di 6 prelievi ne è arrivato solo 1

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Withdrawals were canceled saying they exceeded the daily limit. Now I have replayed everything unfortunately, this is their tactic because the more money left in the account the more likely they are to play it again. Now I have made a withdrawal of €1500, that is, all that remains of the €20,000 won, and this too has not arrived. In a few days, they will surely be credited back to my account for some reason and I will play these too.

I prelievi sono stati annullati dicendo che superavano il limite giornaliero. Ora ho rigiocato tutto purtroppo, questa è una loro tattica perché più o soldi rimangono sul conto più è probabile che li rigiochia. Ora ho effettuato un prelievo di 1500€ , cioè tutto quello che rimane di 20000€ vinti, e anche questo non è arrivato. Tra qualche giorno, sicuramente saranno riaccreditati sul conto per qualche motivo e giocherò anche questi.

New withdrawals made and same story. After a few days they return to the gaming account and this time they certainly do not exceed the withdrawal limits

Nuovi prelievi effettuati e stessa storia. Dopo alcuni giorni tornano sul conto di gioco e stavolta non superano i limiti di prelievo sicuramente

Have you received any explanation from the casino as to why your withdrawals keep getting rejected? Please send me the screenshot of your transaction history here.

No no response. Today, however, a withdrawal was successful... They do as they want. We can close the case. Thank you

No nessuna risposta. Oggi però un prelievo è andato a buon fine... Fanno come vogliono. Possiamo chiudere il caso. Grazie

Dear simonececchini0495,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru