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Hello ajas1318, thank you for your feedback.

We have carefully reviewed your case and would like to clarify the situation.
Both of your withdrawal requests were cancelled by you: the first after approximately 5 minutes and the second after about one hour. Our standard withdrawal timeframe is up to 24 hours, and you were advised not to continue playing until the withdrawal was completed to ensure the process could be finalized smoothly.

We also note that you stated your intention to take a break from playing for several months and return afterwards. This confirms that your request was not related to Responsible Gaming tools, but rather to the withdrawal process itself. As our support team explained, an account can only be closed once the withdrawal has been completed.

We further confirm that the goodwill cash bonus was issued upon your request, not at the initiative of the casino.
Throughout this process, we acted strictly in accordance with our terms and did not prevent the closure of your account. The process was interrupted on your side when you cancelled the withdrawals and continued using the product.

If you require any further assistance, our team remains available to help.