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Hi, I had already played other times on this site and I had no major problems, yesterday I deposited 84 euros, the deposit was successful ... but the account is blocked for verification, and I cannot use mine in any way money, take it back, it makes me play only games, I can't use the casino or bets ... there are 70 euros left on the site and I can neither use it for bets nor on the casino I can withdraw it ... asked for the identity documents, I gave them to them, they wanted the extracts of the prepaid card that I used where I show that it is the one used for my deposits, the photo of the card and I sent everything ... they asked for a copy of the bank statements where it shows my address and I sent it .. they are always looking for excuses .. but they do not reactivate my account nor give me back the money that is left in the account and I can no longer use or withdraw ... highly discouraged

Salve, avevo già giocato altre volte su questo sito e non ho avuto grandi problemi, ieri ho depositato 84 euro, il deposito ė andato a buon fine..ma l account ė bloccato per delle verifiche, e non posso utilizzare in nessun modo i miei soldi, ne riprelevarli, mi fa giocare solo a dei giochi , non posso usare ne il casino ne e scommesse...sono rimasti 70 euro sul sito e non posso né utilizzarli per le scommesse ne sul casino ne posso prelevarli...mi hanno chiesto i documenti di identita, glie li ho dati, hanno voluto gli estratti della carta prepagata che ho usato dove dimostro che é quella usato per i miei depositi, la foto della carta e ho mandato tutto...hanno chiesto copia degli estratti conto dove risulta il mio indirizzo e l ho mandato ..cercano sempre scuse..ma non mi riattivano l account ne mi restituiscono i soldi che sono rimasti sul conto e non posso più ne utilizzare ne prelevare...sconsigliatissimo

Dear Bassistarock,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. If you don’t receive any update by then, please, let us know and we will try to help you. Thank you very much for your understanding.

Best regards,

Petronela

The site was incorrect ... since my account was blocked and I was not warned about this ... you accepted my withdrawal even though the account was blocked and now I cannot play my money or take it back .. in practice my money is blocked on the site ... I can no longer use it and take it back .. I sent a copy of my identity card, of the card I used to deposit .. proof of ownership of the card ... proof of transactions made with my card on your site ... Yet every time a new excuse is found for not unlocking my account ... Ė ridiculous ... I hope that those who read what is happening to me avoid in the future playing on this ridiculous site ... he blocks my account for no reason and without warning me, but he accepts my payments ... ridiculous

Il sito é stato scorretto....visto che il mio conto era bloccato e io non sono stato avvertito di questo...il mio prelievo lo avete accettato anche se il conto era bloccato e ora non posso né giocare i miei soldi ne riprelevarli.. in pratica i miei soldi sono bloccati nel sito...non posso più se usarli e ne riprenderli ..ho inviato copia della mia carta di identità, della carta che ho utilizzato per depositare ..prova della titolarità della carta...prova delle transazioni effettuate con la mia carta sul vostro sito... Eppure viene trovata ogni volta una scusa nuova per non sbloccare il mio conto.... Ė ridicolo ...spero che chi legge quello che mi sta succedendo evita in futuro di giocare su questo sito ridicolo...mi blocca il conto senza nessun motivo e senza avvertirmi, però i miei versamenti li accetta...ridicolo

Do I understand it correctly that you account has been blocked for the additional verification only (not blocked completely)?

After 3 days of struggles and many documents sent I managed to withdraw ..

Dopo 3 giorni di lotte e di tanti documenti inviati sono riuscito a prelevare ..

Thank you very much, Bassistarock, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Would you like to keep this complaint opened until you'll receive your winnings? Thank you in advance for your reply.

Fortunately, after 3 days of continuous emails ... after sending a lot of documents .... of signed declarations ... this morning I was able to withdraw ... you can close the complaint .. thanks

Si per fortuna dopo 3 giorni di continue mail...dopo aver mandato in sacco di documenti....di dichiarazioni firmate...stamattina sono riuscito a prelevare...potete chiudere il reclamo ..grazie

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Bassistarock, for your confirmation and please don’t hesitate to contact us 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