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I requested a withdrawal of 200 euros but they are going around us for the payment. They say they only have two withdrawal methods including bank transfer and bitcoin. Absurd because in the bank transfer they ask for a commission of 40 euros. I asked to receive the withdrawal by card but they say they are waiting for the reply from the PSP. I honestly don't know how to behave anymore. Give me some advice. Thank you.

Ho richiesto un prelievo di 200 euro ma ci stanno girando attorno per il pagamento. Dicono che hanno solo due metodi di prelievo tra cui bonifico bancario e bitcoin. Assurdo perché nel bonifico bancario chiedono una commissione di 40 euro. Ho chiesto di ricevere il prelievo tramite carta ma dicono che stanno aspettando la risposta della PSP. Sinceramente non so più come comportarmi. Datemi qualche consiglio. Grazie.

Dear papabenzola,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. According to the casino withdrawal policy :

We reserve the right to charge a withdrawal fee of 10-40 € (Wire, Netteller, Direct-to-Card etc). Fees are based on location, deposit method and VIP Level, determined by our payment processor from time to time and are the responsibility of the individual player to absorb.

While it doesn't appear to be very customer friendly, it's not necessarily unfair in our view.

I am afraid our only advice would be to cooperate with the casino. The availability of withdrawal methods is not universal and can be different depending on your country. I would advise you to either take advantage of the payment methods currently available in the casino or wait for the casino to check the availability of your preferred payment method.

Please let us know what you decide to do and if we may be of any help.

Best regards,

Tomas

Dear papabenzola,

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.

The withdrawal of 200 euros was successful. After a long negotiation they credited me the money without any commission of 40 euros because I considered it unfair since an online casino cannot have only two withdrawal methods. Thank you.

Il prelievo di 200 euro è andato a buon fine. Dopo una lunga trattativa mi hanno accreditato i soldi senza nessuna commissione di 40 euro perché la ritenevo ingiusta visto che un casino online non può avere solo due metodi di prelievo. Grazie.

Dear papabenzola,

Thanks for your comment and 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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru