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On 9/10/2024, I received an email with a bonus for me without requesting anything. I started my experience with the platform and as I deposited over time, I reached October. By the end of October, with enough deposits and having won a sum of 8,000, I attempted to withdraw the winnings but was limited to a maximum withdrawal of 800. I checked again after 30 minutes and saw that the withdrawals were under review. This seemed suspicious, so I contacted the live chat assistant, who explained my situation: the low withdrawal was due to my low profile on the platform. If I had been at a higher level, I could have withdrawn more. Fine, I thought, and regarding the review of my withdrawal, they explained that since I was abroad and depositing in a foreign currency, I might have issues with my withdrawals. At this point, I was disappointed. After closing the chat, I checked the withdrawal again and saw it was denied. Angry and frustrated with the lost deposits, I gambled away all my winnings and lost. I stopped playing for a few days, then received an email stating that due to my large deposits, I was entitled to bonuses and that I had reached a higher level allowing me to withdraw more than I could before. Okay, I played with the bonus. As of today, I have made another deposit, made a withdrawal of 1,000, and realized that the live support in late October was deceiving me. The platform consistently blocks higher bets. Today, I filed a complaint and was given 20% of my last deposit. Now, I am not asking for the winnings that were denied to me, but for the refund of all my deposits, especially since I requested multiple times to close my account, which was never considered. Instead, when I asked for closure, they sent bonuses to encourage me to play and deposit more. Today, I don't know how much I've deposited and don't want to know, but I have been completely deceived. Just the fact that my request for account closure wasn’t carried out could be grounds for a complaint. Moreover, being told that I would have problems with withdrawals is disheartening because months later, when my level increased thanks to my deposits, I managed to withdraw 1,000. Now, I still have the account, and there's no point in asking for closure because they won't do it. At this point, I am asking for your support to help me recover at least a part of my deposits (money that feels given away). I'd be happy with that, but even if I can't recover them, I’d be content if you could help close my gaming account. I haven't wanted to play since October, but since they don't close my account and keep sending me bonuses when I don't deposit, I no longer want to deposit, receive bonuses, or keep the account. It's not fair service or behavior toward the customer. Thank you, and I look forward to hearing from you.

Il 10/9/2024 ho ricevuto una mail con un bonus per me senza richiedere nulla,inizio l'esperienza con la piattaforma e man mano che deposito con il tempo arrivo a ottobre,fine ottobre con abbastanza depositi e con una somma vinta di 8.000 provo a riscuotere la vincita e mi da come prelievo massimo 800,controllo dopo 30 minuti e mi esce prelievi in fase di accertamento, la cosa mi puzza e contatto l'assistente in chat live,che mi spiega il motivo del mio stato,cioè il basso prelievo per il mio basso profilo sulla piattaforma se sarei stato di un'altro livello avrei potuto prelevare di più,e va bene e per il fatto dell'accertamentodel mio prelievo mi spiega che essendo io all'estero e depositare con valuta avrei potuto avere problemi su i mie prelievi,a questo punto rimango male,chiusa la chat ricontrollo il prelievo e noto che mi è stato negato,a questo punto preso dalla rabbia e dai soldi depositati persi,gioco tutta la mia vincita e perdo,non gioco più per qualche giorno e mi arriva una mail dicendomi che per i miei grossi depositi ho diritto a dei buoni e che sono di un livello superiore per prelevare più di quanto potevo prelevare prima,ok gioco con il bonus,ora a data di oggi ho acora caricato ho fatto un prelievo di 1000 e ho capito che l'assistenza live a fine ottobre mi a preso per il c....giocando da sempre la piattaforma si blocca alle puntate un po' più alte, oggi ho reclamato e mi hanno dato il 20%dell'ultimo deposito,ora io non chiedo la vincita che mi è stata negata,ma il rimborso di tutti i miei depositi,anche perché ho chiesto piu volte la chiusura del mio account e non mi è stata mai presa in considerazione anzi quando chiedevo la chiusura mi mandavano bonus per incentivarmi a giocare e depositare ancora,ad oggi non so quanto ho depositato e non voglio saperlo,ma sono stato preso in giro al 100%, gia solo per la mia richiesta di chiusura dell'account, non eseguita da loro sarebbe da denuncia e poi il fatto di dirmi che avrei avuto problemi sui prelievi mi distrugge,perché mesi dopo quando il mio livello è salito grazie hai miei depositi sono riuscito a prelevare 1000....ora ho ancora l'account è inutile che io chieda la chiusura non me la faranno,e arrivato a questo punto chiedo sostegno a voi se riuscirò a recuperare almeno una parte dei miei depositi (soldi regalati) sarei contento, ma anche a non recuperarli e fare chiudere da voi il mio account gioco sono contento lo stesso non volevo più giocare da ottobre ma essendo che il mio account non lo chiudono e quando non deposito mi mandano bonus non voglio più ne depositare ne bonus e ne account,non è un giusto servizio e comportamento verso il cliente, vi ringrazio aspetto notizie

Hello BandieMich17,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund. In any other case, the player is not entitled for refunds.

Thank you very much in advance for your reply.

Best regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning Nick first of all, I asked for both closure and self-exclusion from the game for the simple reason of having been wrong to trust the system, of having been scammed and of having been wrong to both trust and deposit again with the intention of recovering my deposits, I have the emails sent with the request for closure and self-exclusion, with responses from them asking me why and asking me the problem, I explained the problem and the why and my account always remained open and while I did not use the platform and did not deposit, bonuses were credited to me to encourage me to continue to have the account open, and then by examining the situation I was also afraid that my account not being closed could be tampered with....

Buongiorno Nick in primis,ho chiesto sia la chiusura che l'autoesclusione dal giico per il semplice motivo di aver sbagliato a fidarmi del sistema di essere stato truffato e di aver sbagliato a sia a fidarmi e a depositare ancora con l'intenzione di recuperare i miei depositi,ho le mail inviate con la richiesta di chiusura e autoesclusione, con risposte da loro chiedendomi il il perché e chiedendomi il problema,ho spiegato il problema e il perché ed il mio account è rimasto sempre aperto e mentre io non utilizzavo la piattaforma e non depositavo mi venivano accreditati bonus per incentivarmi a continuare ad avere il conto aperto,e poi facendo un esame della situazione ho e avevo anche paura che il mio account non essendo chiuso potrebbe essere manomesso....

It is clear that I asked for self-exclusion for the fact of depositing and trying to recover my money, they led me to addiction with cunning and shrewdness, and when I asked for closure and self-exclusion they tried to mislead me by asking me why and asking the problem, I explained the situation but nothing

È chiaro che ho chiesto l'autoesclusione per il fatto di depositare e provare a recuperare i mie soldi,mi hanno portato alla dipendenza con astuzia e furbizia, e alla mia richiesta di chiusura e autoesclusione hanno cercato di sviarmi chiedendomi il perché e chiedendo il problema io ho spiegato la situazione ma niente

Dear BandieMich17,

It is important to specifically mention gambling addiction when requesting self-exclusion. If this was not communicated, a standard account closure may have been applied, which can often be lifted at any time, sometimes even by a simple login.

To ensure a proper self-exclusion, please request it explicitly, stating that it is due to gambling-related problems.

Unfortunately, there is no entitlement to a refund in this case, as there is no valid basis for such a request.

Kindly let us know once you have submitted a proper self-exclusion request.

Best regards,

Nick

Dear BandieMich17,

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.