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I have not been able to access my account since December 3rd, they do not reply via e-mail, in chat they told me that it would be unlocked in 24 hours, a month has passed and I have not yet received any communication, on the account I have about 70 euros withheld without no explanation

Non riesco ad accedere al mio account dal 3 dicembre, via e-mail non rispondono, in chat mi hanno riferito che sarebbe stato sbloccato in 24 ore è passato un mese e ancora non ho ricevuto nessuna comunicazione, sul conto ho circa 70 euro trattenuti senza nessuna spiegazione

Dear pino77,

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? Was your account fully verified in the past? Could you please advise how long ago you have registered your account?

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

Best regards,

Petronela

hi, thanks for the reply, the account was opened in April 2018 and I have never had any problems, in recent months I have often won but we are talking about a few hundred euros, the blocked money is mine does not derive from any bonus as I was unable to complete the wagering, so I am very annoyed with their behavior

salve, grazie per la risposta, l'account è stato aperto ad aprile 2018 e non ho mai avuto problemi di alcun tipo, negli ultimi mesi ho vinto spesso ma parliamo di poche centinaia di euro, il denaro bloccato è mio non deriva da nessun bonus in quanto non sono riuscito a completare il wagering, per questo sono molto infastidito dal loro comportamento

Thank you very much, pino77, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask bwin Casino IT to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Please note, if we won't get any respond within the next 7 days, the complaint will be closed as unresolved.

Dear pino77,

I'm really sorry that we are not able to help you more but we still haven't receive any answer from the casino, and as it is unresponsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help. The complaint will now be closed as unresolved, which could lead to casino's rating deduction.

Best regards,

Nick

Casino.guru