Ardente Casino - Player’s struggling to withdraw his winnings.

He refuses me all withdrawals

Dear Alberto,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

He tells me it's an internal problem, whatever card I put in I have problems, but they are vague about the answers, they never give a valid or sensible answer, and therefore I don't know how to do it

Then he asks me to put the bank iban, even putting the bank iban he asks me for a card number, which obviously is not there, because there is no number on the ATM and it does not automatically let me proceed, it seems to me a trick to prevent withdrawals

Do I understand correctly that you have been advised to cancel the requested withdrawal and place another one via bank transfer? Thank you.

Yes, I put the mooney card which also has iban, but for now nothing, it has become almost impossible to withdraw this money, but I do not give up, because the deposit was withdrawn immediately and I do not understand why they do not give me the withdrawal

I wanted to warn, that now they have credited me with the first payment, this bodes well

Thank you very much, Alberto, for the update. Do I understand correctly that your first payment has been processed? How much is still being held by the casino?

2000€

I see. Please let me know as soon as you receive the remaining funds. Thank you very much in advance.

Ok, nothing for now

Thank you very much, Alberto, for the update. I will check back with you on Thursday. Your patience and cooperation in this matter are very much appreciated.

Dear Alberto,

Have there been any developments since our last conversation?

Dear Alberto,

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.