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Hello, I decide to withdraw about 10 thousand euros. On this site, a verification code sent to your email is required to complete the withdrawal process. After a series of successful withdrawals, the withdrawal procedure cannot be completed as the verification code does not arrive on my email. The operator in the chat says that there are no blocks on my withdrawal, I have requested to speak to my vip manager but he has not contacted me yet. The problem has occurred before and as a result, discouraged, I ended up replaying the amount for which I requested the withdrawal.

Buongiorno, decido di prelevare circa 10 mila euro. Su questo sito per completare la procedura di prelievo è richiesto un codice di verifica inviato sulla mail. Dopo una serie di prelievi andati a buon fine, la procedura di prelievo non può completarsi in quanto sulla mia mail non arriva il codice di verifica. L’operatrice in chat dice che non ci sono blocchi sul mio prelievo, ho richiesto di parlare con il mio vip manager ma non mi ha ancora contattato. Il problema si è verificato già in passato e come risultato, scoraggiato ho finito per rigiocarmi la cifra per la quale richiedevo il prelievo.

Dear mariolalla,

Thank you very much for submitting your 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 confirm if you have made any successful withdrawals from this casino in the past?

When exactly did you contact customer support regarding the issue with your verification code?

Have you checked if your email address was correct or if the code has not arrived in the spam folder?

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 withdrawal limit per time is 450 euros. I made 9 same amount withdrawals to one card and 4 to the other last Friday. Gone well. The cards are the same ones I use to deposit. After this I was unable to withdraw and so I wrote to the assistance. After almost two days I can't complete the withdrawal procedure because the email with the confirmation code hasn't arrived. I heard a few minutes ago from my vip manager confirming that I have no account problems. Will write to support to check if there are any technical problems.

Il limite di prelievo per volta è 450 euro. Ho effettuato 9 prelievi della stessa cifra su una carta e 4 sull’altra venerdì scorso. Andati a buon fine. Le carte sono le stesse che uso per depositare. Dopo di questo non sono riuscito più a prelevare e così ho scritto all’assistenza. Dopo quasi due giorni non riesco a completare la procedura di prelievo perché la mail con il codice per la conferma non arriva. Ho sentito pochi minuti fa il mio vip manager che mi conferma che non ho problemi di account. Scriverà all’assistenza per controllare se ci siano problemi tecnici.

Do I understand correctly that you made 13 successful withdrawals from this casino in the past?

Has the casino support checked if there were any technical issues on their side? Please keep me updated.

yes, it says that there are no technical problems. Today I propose the withdrawal again and it doesn't work

si sì dice che non ci sono problemi tecnici. Oggi ripropongo il prelievo e non va

Have you tried asking the support if your withdrawal request could be verified manually?

Dear mariolalla,

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.