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I wanted to do a withdrawal and it was cancelled. THe reason was i was to verify my identity. In the meantime before i got that message i deposited another $30 to play.

I then was online with support for over 1 week - kept sending in the information that was requested and it kept being denied. I sent multiple versions of docs and in total i believe i sent it in about 19X. Never an explanation of why i could not withdraw.

Then i was told i was verified and support said i could withdraw. Due to my bad experience i wanted to withdraw the entire amount. I had been playing BJ and other slots and was up to $225 on account.

I was getting a message about bonus was not completed (i have no idea what i was supposed to do and support could not tell me).

FInally support told me to cancel the bonus and i could withdraw. I did that and lost $105 of the over $200+ i had on account.

I was not happy but just wanted to get out of their application. So then i withdrew the remainder, only to get another message that it was cancelled.

In total this has been going on for over 2 weeks where i am unable to get my funds out. I suspect that they will tell me some other reason........why i cannot withdraw.........

Here it is: Please complete your profile information before creating a withdrawal request. **** THis is what was verified 2 days ago *****

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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.

• Am I correct in understanding that you cancelled a bonus before fulfilling the wagering requirements? If so, was the bonus balance and any winnings derived from the bonus removed from your account balance?
• Could you please send me a screenshot of your profile showing whether all your personal information is properly filled out?
• Have you been asked by customer support to provide any additional documents for the verification of your account?
• Which of the identity documents you have already submitted were verified by the casino?
• Are there any pending withdrawal requests currently in your account?

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 zeezee,

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