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I'm filing this complaint because I'm having problems withdrawing my money.

I received a no deposit bonus of €15. I managed to complete all the wagering requirements and the €15 was transferred to my real balance. I then continued playing and managed to increase my balance by another €5.

Afterwards, I was informed that I needed to make a deposit to be able to make withdrawals. So I made a deposit of €10 via Skrill. After the deposit, I also had to fulfill a rollover of 3x the amount deposited, i.e. €30. I completed this requirement normally.

The problem started when I tried to withdraw. In the withdrawal area only two methods are available, while in the deposit area there are several methods, including Skrill. As my deposit was made via Skrill, it seems that the Skrill withdrawal option has been disabled on my account.

Support says that as I deposited via Skrill, I can only withdraw via Skrill. However, this option does not appear for me in the system, which makes it impossible to withdraw. This is extremely frustrating and seems like an unfair situation, as I'm being told to use a method that simply isn't available on my account.

It seems that the option has been removed or disabled, which prevents me from withdrawing my money. The only way left would apparently be to make another deposit using a different method, which I don't find acceptable.

What's more, the live chat is always busy and they only respond by email, taking a long time to reply.

What I want is simple: for the Skrill withdrawal option to be activated on my account, since it was the method I used to deposit. If Skrill is available for deposits, it should also be available for withdrawals.

I would appreciate it if this situation could be analyzed and resolved as quickly as possible.

Estou a apresentar esta reclamação porque estou a ter problemas para levantar o meu dinheiro.

Recebi um bónus sem depósito de 15€. Consegui completar todos os requisitos de aposta (wager) e os 15€ passaram para o meu saldo real. Depois continuei a jogar e consegui aumentar o saldo em mais 5€.

Posteriormente, fui informado de que precisava de fazer um depósito para poder efetuar levantamentos. Então fiz um depósito de 10€ através da Skrill. Depois do depósito, tive também de cumprir um rollover de 3x o valor depositado, ou seja, 30€. Completei esse requisito normalmente.

O problema começou quando tentei fazer o levantamento. Na área de levantamento aparecem apenas dois métodos disponíveis, enquanto que na área de depósito existem vários métodos, incluindo Skrill. Como o meu depósito foi feito através da Skrill, parece que a opção de levantamento por Skrill foi desativada na minha conta.

O suporte diz que, como depositei através da Skrill, só posso levantar através da Skrill. No entanto, essa opção não aparece para mim no sistema, o que torna impossível realizar o levantamento. Isto é extremamente frustrante e parece uma situação injusta, pois estou a ser instruído a usar um método que simplesmente não está disponível na minha conta.

Parece que a opção foi removida ou desativada, o que me impede de retirar o meu dinheiro. A única forma que aparentemente restaria seria fazer outro depósito usando um método diferente, o que não considero aceitável.

Além disso, o chat ao vivo está sempre ocupado e apenas respondem por e-mail, demorando bastante tempo a responder.

O que eu pretendo é simples: que a opção de levantamento através da Skrill seja ativada na minha conta, uma vez que foi o método que utilizei para depositar. Se a Skrill está disponível para depósitos, também deveria estar disponível para levantamentos.

Agradeço que esta situação seja analisada e resolvida o mais rapidamente possível.

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Dear Itzslow00,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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

Veronika

Dear Itzslow00,

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