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Dear rastohuber,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Could you please specify if you accumulated your winnings with or without an active bonus?

Do I understand correctly that your withdrawal was rejected only after 10 days? Have you contacted customer support to ask about the reason for the cancelation?

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 rastohuber,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.