Dear Epodinos,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced. To help us better understand the situation, I would like to ask a few questions for clarification:
1. Could you please specify where exactly you didn’t use Latin characters? Does this issue pertain to the verification process for your account, or was it related to some information you provided when submitting your withdrawal request?
2. Could you kindly send me a screenshot of your transaction history?
3. Am I correct in understanding that the €500 balance eventually disappeared from your account? Have you contacted customer support to inquire about what happened to your balance? Was it marked as processed and paid out by the casino, or did they confiscate your winnings due to an alleged breach of their terms and conditions?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Dear Epodinos,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced. To help us better understand the situation, I would like to ask a few questions for clarification:
1. Could you please specify where exactly you didn’t use Latin characters? Does this issue pertain to the verification process for your account, or was it related to some information you provided when submitting your withdrawal request?
2. Could you kindly send me a screenshot of your transaction history?
3. Am I correct in understanding that the €500 balance eventually disappeared from your account? Have you contacted customer support to inquire about what happened to your balance? Was it marked as processed and paid out by the casino, or did they confiscate your winnings due to an alleged breach of their terms and conditions?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika