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we are refused various withdrawal attempts, after having correctly entered every single step, the money is first put on hold, taking it off the balance, then we are refused the withdrawal and sent back to us on the balance

ci vengono rifiutati vari tentativi di prelievo, dopo aver inserito correttamente ogni singolo passaggio, i soldi prima vengono messi in attesa, togliendoceli dal saldo, successivamente ci viene rifiutato il prelievo e ci vengono rispediti sul saldo

Dear Lorenzo,

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

Dear Lorenzo,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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.