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Hi, I had problems with a withdrawal made on June 16, 2022, made with the same payment method i.e. debit card mastercard, I waited 9 days and instead of having my money in my account, they put it back into my gaming account, so I contact support and they tell me that they had some problems with the bank, so they asked me to send my details and that of the bank, I did everything they asked me and I received a confirmation email that everything it was solved. I thought it was all over and instead I still await my money today, the answers are the usual ones that is that my withdrawal is being processed by the finance department, but in the meantime 15 days have passed. Hope you can help me to resolve this situation. Thanks Guru

Salve, ho avuto dei problemi con un prelievo fatto il giorno 16 giugno 2022, fatto con lo stesso metodo di pagamento cioè carta debito mastercard, ho atteso 9 giorni e invece di avere i miei soldi sul conto , li hanno rimessi sul mio conto gioco, quindi contatto l'assistenza e mi dicono che hanno avuto dei problemi con la banca , quindi mi hanno chiesto di inviare i miei dati e quello della banca , ho fatto tutto ciò che mi hanno chiesto e mi è arrivata un'email di conferma che tutto era risolto. Pensavo che era tutto finito ed invece ad oggi apsetto ancora i miei soldi , le risposte sono le solite cioè che il mio prelievo e in elaborazione al dipartimento finiziario, ma intanto sono passato 15 giorni . Spero potete aiutarmi per risolvere questa situazione. Grazie Guru

Dear Dani70,

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. Have you made any successful withdrawals before? Do I understand correctly that you had to request a new withdrawal? If yes, when exactly did you request it?

Lastly, could you please confirm that you have successfully passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, no I have not received any withdrawal, after 9 days from my first withdrawal request the money returned to the gaming account, they asked me for all my details and my bank details that I sent via email, they confirmed that they had received my data and sent it to the finance department on June 24, still neinte since

Buongiorno, no non ho ricevuto nessun prelievo, dopo 9 giorni dalla mia prima richiesta di prelievo sono tornati i soldi sul conto gioco , loro mi hanno chiesto tutti i miei dati e della mia banca che ho inviato tramite email , mi hanno confermato di aver ricevuto i miei dati e hanno inviato il tutto al dipartimento finiziario il giorno 24 giugno, da allora ancora neinte

Hello, I just got emails from the finance department, they credited my account with money. Thanks all the same for your interest

Buongiorno, ho appena ricevuto email dal dipartimento finanziario, mi hanno accreditato i soldi sul conto . Grazie lo stesso per l'interessamento

Thank you for your reply, Dani70. Do I understand correctly that you have already received your withdrawal? Can we now consider this complaint resolved?

Dear Dani70,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close 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.

We've reopened this complaint as per the player's request. We received this message:

"Sorry for the delay, I had work problems, I confirm I received the first withdrawal and now I'm waiting for another one made last Monday, let's hope it goes like the first one, Thanks"

We’ve reopened this complaint as per the player’s request. We received this message:

"Scusate il ritardo , ho avuto problemi lavorativi , si confermo ho ricevuto primo prelievo ed ora aspetto un altro effettuato lunedì scorso , speriamo vada come il primo ,Grazie"

Thank you for the updates, Dani70. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment.

Yes yes yes, payment received, Thanks Guru

Si si confermo, ricevuto pagamento, Grazie Guru

Do I understand correctly that you have received the second withdrawal as well? Do you have any other pending withdrawals? Or can we now consider this complaint resolved?

I received 2 withdrawals, now I still have 2 pending but they are on schedule.

Ho ricevuto 2 prelievi , ora ho ancora 2 in attesa ma sono nei tempi prestabiliti.

Dear Dani70,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Everything solved I received everything thanks

Tutto risolto ho ricevuto tutto grazie

Awesome news, Dani70. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.