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I made a withdrawal in total €299 euro, during the withdrawal is states "processing fee 0.00 euro" but they still charge me for €20 euro. I also send an attachment to make it more clear, any amount above €299 is free of charge, any amount beneath €20 is applied

Dear Jeroen,

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 made any successful withdrawals before? If you have, were any fees involved?
• Have you tried requesting the withdrawal via an alternative withdrawal method?
• Did you find out about the fee before or after you requested the withdrawal?

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 Kristina,

Yes i made more withdrawals and and was without the fee, when you go to withdrawal section on the site you see any amount beneath 298 euro is with 20euro fee. But any amount of 299 eur or more is free of processing fee. I only use bank to bank transfer, no other method. I found out after i applied for the withdrawal i would only receive 279 euro into my bankaccount (it is still pensing at the moment) while the withdrawal was 299 euro. But during the withdrawal it stated processing fee 0.00.

Thank you very much for your reply, Jeroen. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

I just send you the 4 mails i have regarding this issue.

Greetings, Jeroen

Thank you very much, Jeroen, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Jeroen,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I invite the casino representative to the thread, I have a few questions to clarify the situation.

Your withdrawal was still pending above. Has it already been processed and the funds credited to your payment method? If so, how much was credited to your payment method?

Can you please share your pending withdrawal details as a screenshot, so we can see you requested it with the amount of €299 but it was corrected/decreased to €279? What is the status of the withdrawal, and if it was processed, can you prove your payment method was credited only with €279?

Thank you.

Dear Jeroen,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need the requested information/details.

Best regards,

Branislav, Casino.Guru