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So I deposited and withdrawn about 15-20 times no issues .

i had a big win £5000 and suddenly they said "can’t withdraw" please contact customer support .

i angrily spent £1000 playing and it’s down too £4000 balance now .

but they won’t let me withdraw please help . The live chat is a bad bot it won’t let me get through to a real person any time of day . I tried 15 times .

support has not been saying anything about it

I have verified account too with ID

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Hello,

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

• What types of games did you play to accumulate the winnings you are trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Have you contacted customer support via email to ask about the routine checks being carried out on your account?
• Have you been asked to submit any additional verification documents after winning £5,000?

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 Darksky10,

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.

Hi no additional checks required .

i ended up getting angry and gambling £4000

of the £5000 . My silly mistake .

then it "would let me " take out the £1000

there was no bonus attached to it or anything . They wouldn’t reply but soon as I lost the money they replied .

very underhand tactics used here . They played on me getting frustrated and it worked .

It was a £5 stake on big bass splash . I got last level and it paid £5028.00

Thank you for your update and for sharing what happened.

I’m really sorry to hear how stressful and frustrating this situation was for you, especially after such a significant win and then experiencing delays and a lack of clear communication from support. I can understand how quickly that can turn into anger and impulsive decisions in the moment.

I am also truly sorry that this situation escalated the way it did. At the same time, when a player decides to continue playing after requesting a withdrawal, the funds remain exposed to normal game outcomes. Any subsequent losses are then a result of regular gameplay and fall under the player’s own responsibility, as the casino cannot intervene in individual betting decisions once the balance is actively used.

• Could you please confirm whether you eventually received the £1,000 withdrawal from the casino?

Dear Darksky10,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru