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On March 7, 2021, I deposited a small amount of money on the specified site and doubled it. I decided to withdraw the amount, but after a while I received an email that my request was denied. After a while, I submitted a new request and it was also rejected. I wrote to the live support and they told me to use another method, to deposit a minimum amount and withdraw them, and I explained to them clearly that I do not have the opportunity to use another method and that I can only with the given card.

It is not normal for someone not to be able to use another method, to be deprived of their right to own the amount they have earned.

Please help me with the case.

На 07.03.2021 депозирах малка сума пари на посочения сайт и я удвоих . Реших да изтегля сумата , но след малко получих емайл , че заявката ми е отказана . След малко пуснах нова заявка и тя също беше отказана . Писах на лайф съпорта и те ми отговориха да използвам друг метод , да депозирам минимална сума и да ги изтегля , и аз им обясних нагледно , че нямам възможност да използвам друг метод и че мога само с дадената карта.

Това не е нормално , когато някой няма възможност да използва друг метод , да го лишават от правото му да притежава спечелената от него сума.

Моля помогнете ми с казуса .

Dear Iliya,

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, and 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.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions.

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

Dear Iliya,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.