The player from the US played with a free chip. Now, he is not able to withdraw his winnings. The complaint was rejected because the player didn't respond to our messages and questions.
I got the welcome bonus of free spins. I was told I could cash out after playing the required play through. I met the play thru and parlayed my winning well above $1,000. I then tried to cash out my maximum of $100. I was unable to cash out after entering all my bank information. I won the money fair and square and met their rules but they wouldn't give me my winnings. Complaints were ignored.
Dear jeanjankowski,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you are not able to request a withdrawal? Or did the casino confiscate your winnings?
Could you please confirm that you have passed the KYC verification?
Have you received any explanation from the casino regarding this situation?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina