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I withdrew money from the website but they never disappeared the money like other casinos which me keep coming back and play. I think they try to trick players and use it to catch someone like me to keep coming back and play more so eventually lose it all. It is unfair.

Dear macmac3009,

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 your situation.

Could you please confirm when exactly you submitted your withdrawal request?

Has the casino already processed the request, or does it still appear as pending in your account?

To clarify, is the requested withdrawal amount still shown in your account balance as available for play? If possible, could you also provide any screenshots you may have to help us understand the situation better?

Lastly, have you previously made successful withdrawals from this casino? This information will be helpful as we continue investigating your case.

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

I submitted it a week ago

it already processed the requests but even after that the money still appears as available

yes I seperately withdrew the money but still appears a whole amount of $20k and a part of it went through after few days however the rest is still there and they never ask for withdrawal cancelation

unfortunately I dont have any screenshots because it just looks like you do nothing with it even when I withdraw

I made some withdrawals successfully before but same thing happen never bring everything home because it is always available for me to play so I lost about $50k or more for them.

here as you can see I have 20k I already withdraw 15 of it but it still shows whole amount. Even I keep playing till nothing they didnt give me notice about my withdrawal money

Thank you for providing the screenshots. In the second image, I can see both "Your balance" or "Cash balance" and, a few lines below, "Withdrawable balance." From what I understand, it seems that while you have an active withdrawal request, the full balance still appears under "Your balance," and the actual playable amount is displayed in the "Withdrawable balance" section. Am I interpreting this correctly? If so, I agree that this setup could be confusing for the players and may not provide the ideal user experience.

Could you also clarify exactly when the requested withdrawal amount typically disappears from "Your balance" or "Cash balance"? This information would help us understand how the balance displays function during the withdrawal process.

A part of the money disappeared on the October 31 and went to my bank account but on the same day the rest of the money I withdrew still appeared as available money to play.

So both pictures I took them at 4:19 and you can see that its 20k and amounts available to withdraw is 5k something. It shows that the money I withdrew was still there and never disappeared until I went to my bank. I dont think it supposed to be like that because I played other websites and non of them has the same thing happened. I withdrew and it disappeared already. Please help me with that.

Plus I have to let you know that the playable money is the whole 20k not the withdrawal money. Because I did withdrew the whole amount of 20k and it was able to play anytime. That is why I lost back money because it was there and available instead of going to withdrawal process.

Thank you for your reply. I understand your frustration with the way the player's balance is displayed — it can certainly be confusing. However, while it is not user-friendly, it is not something we can classify as unfair. Players need to be extra vigilant about the amount in their account, especially when there’s a pending withdrawal. If they notice that the balance doesn’t change despite the request, it’s important to take note of that.

If they are unsure, they can always double-check by clicking on the "available balance" to verify their funds. If you find this system unsatisfactory and feel it’s leading to confusion or issues, I’d recommend withdrawing the remaining balance and considering other platforms that might offer a more transparent balance display.

Please let me know if there is anything else I can assist you with, otherwise, this complaint will be closed. Thank you for your understanding.

The thing is why dont the casino giving notice that I am using the money that I withdraw? Normally all the casinos will ask for cancellation or letting you know if you want to use that money. And plus when I deposited more money they still allow me instead of asking for canceling my withdrawals. Never see it in any other casinos and it doesnt have anything to do with the term of service. They never say oh we do that because of our policy so I think it is unfair. If they are fair, they should do as what others do and if they think they want the difference then let players know from the start. Cant make us be confusing and losing money.

Dear macmac3009,

Thank you for providing further details regarding your issue. I understand that you are frustrated with the balance display system. Unfortunately, while I agree that the lack of clear communication from the casino can be confusing, this does not constitute a breach of their terms and conditions or unfair behavior. While other casinos might notify players or lock pending withdrawals, this is not a universal practice and is not required by licensing authorities. The responsibility lies with the player to monitor their available balance carefully, especially when pending withdrawals remain playable. As I mentioned

Since there is no violation of terms or regulatory requirements in this case, we are unable to assist further, and this complaint will now be closed. We’re sorry we couldn’t help you resolve this issue. Please feel free to reach out to us again if you encounter any other concerns in the future.

Thank you for your understanding.

Best regards,

Veronika