The player from Italy has requested a withdrawal of a substantial amount, but the casino has split his request into installments. We rejected the complaint because the player didn't respond to our messages and questions.
Enzo Casino - Player’s claiming, he cannot withdraw the desired amount.
Amount: €2,600
Enzo Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.0
Enzo Casino has a Safety Index of 3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello, on 16/05/2020 I made a withdrawal request of 2600 € at the casino. I state that I have not used bonus money but only real deposits for winning. The fact is that today 21/05/20 I receive an email informing me that my level is too low to withdraw the entire sum and I am refunded € 1600 on the gaming account and a withdrawal request pending € 1000. The strange thing is that they have already paid me amounts over € 1000. In their terms and conditions I find nothing about it, and by contacting the chat I have not solved anything. The only limit they impose is a monthly withdrawal of a maximum of € 5000 but with that request I arrived precisely at the sum. So I didn't pass it. Now I have made a new withdrawal adding 1550 € to the 1000 € already requested for a total of 2550 € to try to stay under the monthly limit of a bit. I'm waiting.
Automatic translation:
Public
Public
4 years ago
Dear Francesco,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you answer a few questions, so I understand fully what the issue might be? Which method to withdraw your winnings you have opted for? The daily maximum for withdrawal limit might be set by the payment provider, not by the casino.
Secondly, please could you confirm that you have completed KYC verification successfully in the past? I hope I will be able to help you resolve this issue as soon as possible. Thank you very much for your reply.
Best regards,
Kristina
Public
Public
4 years ago
Translation
Hi, as a withdrawal method I used bank transfer. As far as the KYC procedure is concerned, I have already done it, also because I have already performed other substantial withdrawals. The only thing I'm talking about at the moment is that I don't have a member level so high that I can withdraw the sum. But as I said in their conditions, they never mention this. Thanks so much
Edited
Automatic translation:
Public
Public
4 years ago
Francesco, thank you for your quick reply. We will contact the casino and ask for their explanation, but before we do so, could you please confirm, that your withdrawals didn't exceed the amount of €5,000 per 30 days?
