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Hello, I have been trying to withdraw 500 EUR for over two weeks. I am fully verified. The first card I tried they said the funds keep getting sent back, currently my withdrawal has been approved but I keep getting conflicting information about why I don't have the money

Dear Michael,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your withdrawal issue.

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.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Were your winnings accumulated with an active bonus, please?

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

Hello, the only options available are Mastercard. They first tried my Starling Mastercard and that didn't work... They advised me to download Monese and use a virtual Mastercard which I have done. It still shows as approved but they keep giving me mixed messages about actually sending the funds saying there is an error with the payment provider.

They were but I met all the conditions to withdraw and they have confirmed that.

Yes I have and I have now requested a withdrawal that way. I will keep you posted.

Perfect 🙂 I will be waiting for an update patiently.

They have accepted the withdrawal but have told me it takes 10 working days to recieve the bitcoin, is that right?

It is nothing unusual, Michael, to have a little delay in receiving your withdrawal due to processing times. Please keep me informed. I'm sure you will receive your funds in no time.

Hello Michael,

Have there been any developments since our last conversation, please? 

Dear Michael,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Additional comments from the player:

"Hello,

I am currently in the process of moving home and then I will be going on a long overdue holiday.

I will not have access to my emails until around the 25/04/2022. 

I will reply to you as soon as I can.

Thanks and have a lovely day!

Michael H*********"

I will set the timer for additional three weeks, so you have plenty of time to reply. Thank you very much for letting us know.

Hello Michael,

Have there been any developments since our last conversation, please? 

Dear Michael,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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.