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I made a withdrawal of 500€ on September 12 and after 22 conversations with live chat, they informed me today that due to the infringement of Article 18.5, the transfer will not be made. In all previous conversations, they told me to simply be patient as the money was transferred and there were no issues. Far from not transferring the money to my bank, they have removed the funds from my account and left it at 0€. I feel deceived and mocked, led on by the words of all the seemingly ghost agents that exist in this casino.

Hice un retiro de 500€ el pasado 12 de septiembre y después de 22 conversaciones con el chat en vivo, me dice hoy que debido al incumplimiento del artículo 18.5 no me harán la transferencia. En todas las conversaciones anteriores me decían que un poco más de paciencia ya que el dinero estaba transferido y no existía ningún problema, lejos de no hacerme la transferencia al banco me quitan el beneficio de mi cuenta y la dejan en 0€. Me han engañado y se han reído de mí llevándome en palabras, todos los agentes fantasmas que existe en este casino.

Dear Papar585,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Papar585,

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.