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Hey.

I see you guys can help with problems with online casiono etc, the complain sections didt work on your homepage so i wonder what i should do.

I done a withdraw there 3 times and they cancel it withing 24h and ask for different documents everytime instead of all in one after first withdraw request.

But still i accept that and all 3 times i sent them the documents they needed and it got accepted right away within 24h so i try new withdraw after every time.

So now when all document accepted like: 

Passport Accepted

Proof of Identity with face beside of passport Accepted

Proof of adress Accepted

Credit Card i deposit from Accepted

Utility Bill Accepted

And now also i send in bank Bank statement that they hast even ask me for and im fully KYC veriefed as i been since i register on the site.

Now things start to go really slow and say that this "payment department" has alot to do every time i ask every day after 72h (as stated on the homepage that withdraw should take) whats going on with my pending withdraw and its not get accepted.

It took less than 24h to cancel it 3 times berfore when they ask for more document but now when they have it all nothing happens and it on "pending" for over 1 week now and i can still cancel it by myself so they hast don anything and still get kinda Auto respons from the support bot in Chat and on email and it looks like this

"Dear Robin

Thank you for contacting us.

We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion.

We kindly request your patience during this time, and we assure you that as soon as there is an update, you will be promptly notified via email.

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind regards,"

So i wonder if you can help me??

Many thanks Robin

Dear rahmboo,

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, so I can understand the whole situation completely.

• Do I understand correctly the only documents that were not yet approved are your bank statement - a proof of your payment method?
• Could you please advise which games you played to accumulate your winnings? (slots, live games, betting on sports)?
• Have you accumulated your winnings with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello.

Yes, and they didn't even ask about that, but the first time they refused was to send a selfie with my passport, which I did and was accepted, the next time they would have proof of the address, which I sent in and they accepted.

Then I had to confirm my mobile number, which I did and it was accepted, so then they said in Live chat that it was ready for withdrawal and I made a new one.

It's been over 7 days now and nothing has happened so in the meantime I have sent in my bank statement and bank statement with IBAN,BIC and which shows deposit clearly in the meantime to try to remove all the excuses but they have not checked my withdrawal or something else.

Everything is under "pendeing since January 24th.

I have gambled on betting on sports, used the welcome bonus of 100% then other bonuses such as Reload etc but have converted them more than what is needed so everything is ready and approved for withdrawal. would be converted deposit+bonus x5 and x6 which I have done far more than.

Have lost a lot but also won and would like to deposit more but the withdrawal didn't work so I'm not going to do it because there is €1635.56 in the account and I'm trying to withdraw €1000 now which is the maximum limit

UPDATE: can also confirm that they approved my Bank account/Bank statement today but still did not approve my withdrawal which is on "pending" and it must be the same department so they just ignore approving my withdrawal when they have everything required.

Thank you

Hejsan.

Ja och det har dom inte ens frågat om utan första gången dom nekade var för att skicka selfie med mitt pass,vilket jag gjorde och blev accepterat, nästa gång skulle dom ha bevis på adressen vilket jag skickade in och dom acceptera.

Sedan skulle jag bekrävta mitt mobil nummer vilket jag gjorde och det blev accepterat så då sa dom i Live chat att det va klart för uttag och jag gjorde ett nytt.

Det har gått över 7 dagar nu och inget har hänt så under tiden har jag skickat in mitt kontouttdrag och Bank statement med IBAN,BIC och som visar deposit klart och tydligt under tiden för att försöka ta bort alla ursäkter men dom har inte kollat på mitt uttag eller något annat.

Allt står under "pendeing sen 24 januari.

Jag har spelat på vadslagning på sport,använd mig av välkomst bonus på 100% sen andra bonusar som Reload etc men har omsatt dom mer än vad som behövs så allt är klart och godkänt för uttag. skulle omsättas deposit+bonus x5 och x6 vilket jag har gjort långt mer än.

Har förlorat en hel del men även vunnit och skulle vilja sätta in mer men funkat inte uttag så tänker jag ju inte göra det för är €1635.56 på kontot och försöker ta ut €1000 nu vilket är max gräns

UPDATE: kan även bekräfta att dom godkände mitt Bank konto/Bank statement idag men fortfarnade inte godkänt mitt uttag som står på "pending" och det ska ju vara samma avdelning så dom bara ignorerar att godkänna mitt uttag när dom har allt som krävs.

Thanks

Thanks for the detailed explanation of the situation

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.

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 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.

Please let us know if any other obstacles appear with your withdrawal as well

I'll await news from you.

Dear rahmboo,

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.