The player from Bulgaria is experiencing difficulties withdrawing his funds due to limited availability of payment methods. We rejected the complaint because the player didn't respond to our messages and questions.
On March 7, 2021, I deposited a small amount of money on the specified site and doubled it. I decided to withdraw the amount, but after a while I received an email that my request was denied. After a while, I submitted a new request and it was also rejected. I wrote to the live support and they told me to use another method, to deposit a minimum amount and withdraw them, and I explained to them clearly that I do not have the opportunity to use another method and that I can only with the given card.
It is not normal for someone not to be able to use another method, to be deprived of their right to own the amount they have earned.
Please help me with the case.
Dear Iliya,
Thank you very much for submitting your complaint. 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, and 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.
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? If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions.
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