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They say I have to open a new card.

Have checked with my bank and they see no errors.

I could deposit with my card but not withdraw.

Has also sent in all documents

Dom påstår att jag måste öppna upp ett nytt kort.

Har kollat med min bank och dom ser inga fel.

Jag kunde sätta in med mitt kort men ej ta ut.

Har även skickat in alla dokument

Dear Annika,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

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

I could deposit money with my Mastercard but then they asked me to add new cards to be able to pay out and I do not have that.

If I can deposit into the account with my card, should I be able to withdraw to the same card?

Jag kunde sätta in pengar med mitt Mastercard men sen bad dom mig att lägga till nya kort för att kunna betala ut och det har jag inte.

Om jag kan sätta in på kontot med mitt kort borde jag väl kunna ta ut till samma kort ?

Not necessarily.

Could you please confirm that your account has been fully verified? Have you been offered any specific alternative payment method to place a minimum deposit and withdraw your funds? Looking forward to hearing from you.

Mail and phone numbers are verified all documents are submitted

Now they ask me to open an account in perfect money then they asked me to try again to withdraw even it was rejected.

Have now made a new attempt with my Mastercard and sent in even more documents

Mail och telefonnummer är verifierade alla dokument är inskickade

Nu ber dom mig öppna ett konto i perfect money sen bad dom mig att försöka igen att ta ut även det avvisades.

Har nu gjort ett nytt försök med mitt Mastercard och skickat in ännu mer dokument

Thank you, Annika, for your reply. Do I understand correctly that you’ve been advised to withdraw your winnings through Perfect Money account, but this alternative payment method needs to be verified first? Is that the reason why you submitted more documents? Looking forward to hearing from you. 

I got bored of all the new explanations from them because when I sent in everything they asked for, the withdrawal was still not approved .. then they would have other documents the same procedure again and sent in other new documents on the same show again the payment was rejected .. I thought try to deposit a little so I get extra free spins that were promised for a deposit of at least 13 euros ... but pull on pulleys then suddenly my deposit was not approved .. so was even without the free spins that were promised when I opened the account .. so after 5 rejected payments and now also refused to deposit money (13 euros) I chose to play the 140 euros I had in the account

And then I will NEVER play with them again and hope that others do not have to be part of the same thing.

Also called them and was really angry about how badly everything was handled and asked to know exactly what the problem was when I sent in everything they asked for .. told her that I talked could contact them so I got the answer while I waited in phone and only got the answer that they did not get in touch with the payout department nibgen but she could email them so I would get an answer via email within 48 hours .. but ask that they call me I said and then she answered they NEVER call anyone but you get one mail ...

Talk about having a bad attitude and poor service .. it also says on the page that they are always available .. can say they are not either.

Hope not too many people experience the same thing as me.

Jag blev less på alla nya bortförklaringar från dom för när jag skickade in allt dom bad om så godkändes ändå inte uttaget .. då skulle dom ha andra dokument samma procedur igen och skickade in andra nya dokument å samma visa igen utbetalningen avvisades .. tänkte jag provar sätta in lite så jag får extra fria spins som utlovades vid en insättning på minst 13 euro ... men dra på trissor då plötsligt godkändes inte min insättning.. så blev då även utan dom fria spin som utlovades då jag öppnade kontot..så efter 5 avvisade utbetalningar och nu även nekad att sätta in pengar ( 13 euro) så valde jag att spela upp dom 140 euro jag hade på kontot

Och sen kommer jag ALDRIG MER spela hos dom igen och hoppas att andra slipper vara med om samma sak.

Ringde även dom och var riktigt arg över hur illa skött allting var och bad att få veta exakt vad som var problemet då jag skickade in allt dom bett om .. sa till hon som jag pratade kunde kontakta dom så jag fick svaret medans jag väntade i telefon och fick bara svaret att dom inte fick kontakt med utbetalningsavdelnibgen men hon kunde maila dom så skulle jag få svar via mail inom 48 timmar .. men be att dom ringer mig sa jag och då svarade hon dom ringer ALDRIG upp någon utan du får ett mail ...

Tala om att ha ett dåligt bemötande och dålig service .. står även på sidan att dom är alltid tillgänglig .. kan säga det är dom inte heller .

Hoppas att inte allt för många råkar ut för samma sak som jag.

Once again, I’m sorry to hear about your negative experience. Since you have played your winnings, I’m afraid, there is not much we can do for you. 

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.