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I have a problem. I deposited using GPay MasterCard debit via my account. Withdrawals are possible using Crypto, Myfinity, and bank transfer. I requested 4 withdrawals of 500 euros each, but all were declined because I was asked to use alternative withdrawal methods. Aside from the bank, I only have Myfinity. When I try to withdraw via Myfinity, a system error occurs, stating that I can only withdraw in the same way I deposited.

Ich habe ein Problem.ich habe mit GPay MasterCard debit über mein Konto eingezahlt . Auszahlung sind mit Crypto , myfinity und Banküberweisung möglich . Ich habe 4 Auszahlungen a 500 Euro beantragt und alle wurden abgelehnt da ich bitte mit alternativen Auszahlungsmethode auszahlen soll . Ausser bank hab ich nur myfinity .und wenn ich via myfinity auszahlen möchte , kommt system Fehler , dass ich nur auszahlen kann wie ich eingezahlt habe

Dear kevinkennethkb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

• Have you made any successful withdrawals before?
• Is there any alternative withdrawal method that would be suitable for you?

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,

Kristina

Hello, Dear Casino Guru and Kevinkennethkb!

We were unable to pay the player's funds to his bank account because his withdrawals were returned by the payment system due to technical reasons. 

We suggested that the client could use an alternative payment system. Kevinkennethkb made the minimum deposit from the MiFinity wallet and issued a withdrawal to it. 

Since this was Kevinkennethkb first time using MiFinity, we needed to request verification. Kevinkennethkb provided all the necessary documents except a screenshot with the address, so the verification was not completed.

Kevinkennethkb could contact our support, and they will be able to send him a letter with an example where he can find the information necessary for verification. After this, Mifinity wallet will be verified and withdrawal of funds in the future with this method will not need any additional verification.

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Respectfully,

Gamblezen Casino Representative

Thank you very much for the quick help. I have now attached screenshots.

Vielen Dank für die schnelle Hilfe habe jetzt Screenshots nachgereicht .

Hello everyone,

Thank you both for your replies.

kevinkennethkb, please keep us updated and let us know if there is anything new so we can proceed with this case accordingly. Thank you.

Dear kevinkennethkb,

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.