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I have played in the casino for couple of weeks now. Initially reached withdrawal limit. And informed that the limit resets on Monday (yesterday0 . the casino continuing to reject my withdraw requests saying that the weekly limit had been reached. I have had email from them confirming that I am able to withdraw from Monday (yesterday)

Today on live support was told that I have to wait further week after the limit had been reset to be able to withdraw my winnings. This doesn't make any sense at all !!!

Dear Ivan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found (here):

„The maximum withdrawal amount processed to a Player is 7,500 USDT or its equivalent per week and 15,000 USDT or its equivalent per month, unless otherwise specified in the terms and conditions of a specific promotion. Exceptions may be made to Players with a higher VIP level, if any, at the Company’s sole discretion."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions. Could you please advise if you've received any winnings already?

Looking forward to hearing from you.

Best regards,

Petronela

I have had winnings received indeed. And I am well aware that there is limit per week. I was advised that I could withdraw my winnings as from monday(yesterday). Then my withdrawals were rejected. After going back and fourth with live support and then email. I was told that I would be able to withdraw on Thursday. Which is confusing. As to why once I’m told one thing and then I’m told another. Also on live support was told my account is not verified. Which it is , and they couldn’t give me information on what else do I need to verify. I was told that my withdrawals that I requested today "might be successful " I just need to wait.

the casino support is very unhelpful and are unable to give clear information.

also if I have placed withdrawals I would have rather they kept them as pending until limit is reset rather then returning that into the account as this would tempt most of the people to keep trying to win more and inter they lose their winnings.

they are very quick on taking deposits not allowing you to set deposit limit , but they restrict the amount you can withdraw.

the casino policy clearly doesn’t seem to work for the players in a way that it could lead to bigger loses

also see the attached responses from the casino, which confront what they are saying . Or just no one can be bothered to actually look up and give the right information

Dear Ivan,

I understand your frustration. Could you please advise when was the last withdrawal received?

You may close this case. The casino has paid me now

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ivan, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru