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This casino keeps cancelling my withdrawal of 1946€

They say I have exceeded the daily limit of 5000€ because I have a pending withdrawal of 5000€, which I lodged 3 days ago!

The account has already been verified.

No bonuses were used.

Questo casinò continua a cancellare il mio prelievo da 1946€

Dicono che ho superato il limite giornaliero di 5000€ perché ho un prelievo in sospeso da 5000€ che però ho inserito 3 giorni fa!

L'account è già stato verificato.

Nessun bonus utilizzato.

Dear carsix79,

Thank you very much for submitting your complaint. I am sorry to hear about the issue with your withdrawal. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you previously withdrawn any funds successfully?

Also, have you received any updates from customer support regarding the approval and processing of your initial withdrawal request of €5000?

To confirm, is it accurate to say that your second withdrawal request is being denied only because you have one withdrawal request that is still pending?

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

I have never withdrawn funds so far.

The first request of €5000 is still pending

The second request for €1946 is repeatedly canceled without reason. They say it's because they have to process the first withdrawal first. This is false because you can have up to three pending withdrawals

Non ho mai ritirato fondi finora.

La prima richiesta di 5000€ è ancora in sospeso

La seconda richiesta di 1946€ viene ripetutamente cancellata senza motivo. Loro dicono che è perché devono prima elaborare il primo prelievo. Questo è falso perché si possono avere fino a tre prelievi in sospeso

these are the emails received by my VIP manager

I tried to insert the €1946 withdrawal on the days following the €5000 withdrawal already inserted so I did not exceed any daily or weekly limit.

It seems like a tactic to exasperate the players.

queste le maill ricevute dal Mio VIP manager

Il prelievo da 1946€ ho provato ad inserirlo i giorni successivi a quello da 5000€ già inserito perciò non ho superato nessun limite giornaliero o settimanale.

Sembra una tattica per esasperare i giocatori.

Update:

The first withdrawal has passed into the process phase and therefore cannot be cancelled. They made me enter the bank details for the transfer.

The problem remains that even now I try to enter the second withdrawal but they continue to cancel it for no reason.

Clear tactic to make me play and lose everything. For this reason I asked the VIP manager twice to suspend the account until next Tuesday so as not to lose the funds. I wanted to suspend him indefinitely but he wrote to me that withdrawals would be further delayed (see last two screenshots below).

Aggiornamento:

Il primo prelievo è passato nella fase di processo quindi non annullabile. Mi hanno fatto inserire le coordinate bancarie per il bonifico.

Il problema rimane sul fatto che anche adesso provo a inserire il secondo prelievo ma continuano ad annullarlo senza motivo.

Chiara tattica per farmi giocare e perdere tutto. Per questo motivo ho chiesto al vip manager ben due volte di sospendere l'account fino a martedì prossimo per non perdere i fondi. Avrei voluto sospenderlo a tempo indeterminato ma mi ha scritto che i prelievi sarebbero stati ritardati ulteriormente (vedere ultimi due screenshot qua sotto).

The casino's fraudulent conduct had the outcome they aimed for.

After numerous correspondence via email with the VIP manager Fletcher (God only knows what I would do to him!) in which I expressed my disappointment and concern for the second withdrawal which was repeatedly canceled (even now I don't know the reason!), I asked him suspending my gaming account three times to preserve my funds.

The suspension of my account had already been applied immediately on Friday at my request and subsequently extended immediately until yesterday also at my request. Knowing that the freeze period expired yesterday and I still had €1946 on balance that they wouldn't let me withdraw, I therefore asked for yet another extension of the suspension period as you can see from the attached screenshots.

This morning I tried for the umpteenth time to withdraw the remaining €1946 and for the umpteenth time my withdrawal was cancelled. Frustrated and angry I tried to play and to my surprise my account had not been suspended as I requested!

I lost my entire balance which I now want back!

Below is the endless list of withdrawals canceled by the casino for no reason.

La condotta fraudolenta del casinò ha avuto l'esito che si erano posti come obiettivo.

Dopo numerose corrispondenze via mail col vip manager Fletcher (che Dio solo sa cosa gli farei!) in cui ho espresso il mio disappunto e preoccupazione per il secondo prelievo che veniva ripetutamente cancellato (ancora adesso non ne so il motivo!), gli ho chiesto ben tre volte di sospendere il conto gioco per preservare i miei fondi.

La sospensione del mio account era già stata applicata immediatamente venerdì su mia richiesta e successivamente prolungata immediatamente fino a ieri sempre su mia richiesta. Sapendo che ieri scadeva il freeze period e avevo ancora 1946€ in saldo che non mi facevano prelevare ho quindi chiesto l'ennesimo prolungamento del periodo di sospensione come puoi vedere dagli screenshot allegati.

Stamani ho provato per l'ennesima volta a prelevare i restanti 1946€ e per l'ennesima volta mi è stato cancellato il prelievo. Frustrato e arrabbiato ho provato a giocare e con stupore il mio account non era stato sospeso come da me richiesto!

Ho perso l'intero saldo che ora voglio indietro!

Qui sotto la lista infinita dei prelievi cancellati dal casinò senza motivo.

Thank you for the update. I am sorry to hear that you lost your entire balance.

Please understand that as long as the withdrawal is shown as pending, the casino may limit the possibility of requesting another withdrawal.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.