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I have been trying to withdraw from this site for over a week each time my withdrawal gets refused as they do not pay out to mastercard credit card or bank transfer, insisting I use bitcoin. I tried to withdraw to my debit card this is also mastercard and that was refused.

However today I decided to play again and took 40 free spins in a game called book of egypt I won 10 pound but it never went on my balance so I thought sod it I don't need it. There is nothing on my account to say I need to wager that non existent 10 pound however I can no longer withdraw to any payment system until I wager it. I have wagered well over 600 plus tonight but still cannot withdraw due to this non existent wager locking me in. So basically they have me locked down and I cannot get my money

Dear Donna15,

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 that you have activated Free Spins with a pending withdrawal request inside your account? Were your original winnings accumulated with or without an active bonus?

Additionally, please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, 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, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

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 Donna15,

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.