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I registered on the website over a month ago, made a $200 deposit, played, and then decided to request a withdrawal equal to my deposit. They requested documents, which I immediately sent to this bookmaker—after which they told me to wait 31 days for the transaction to process. Yesterday, the processing period ended, so I contacted support for an explanation. They asked for a new selfie with my passport and to accept a phone call on my number—I agreed. Throughout the day, I made new withdrawal requests three times—each time they were canceled, requesting again a photo with my passport and to accept a call—but no one called me. I offered to have them call me on any messenger app, but the bookmaker refused. This company is refusing to process my withdrawal which I have been trying to recover for over a month.

Я зарегистрировался на сайте более месяца назад,сделал депозит 200 $, играл и решил запросить вывод средств равную моему депозиту. У меня запросили документы, которые я сразу отправил данному букмекеру - после чего он сказал ожидать 31 день на обработку транзакции. Вчера как раз прошёл срок обработки транзакции, я обратился в сапорт за объяснениями - у меня запросили новое селфи с паспортом и принять звонок на номер телефон - я согласился. В течении дня, я составлял новыве запросы на вывод средств 3 раза - и 3 раза их отменяли, запрашивали опять фото с паспортом и принять звонок - но мне никто не звонил, я предалгал позвонить мне на любой мессенджер - но букмекер отказался. Данная компания отказывается выводить мой депозит который я пытаюсь вернуть уже более месяца

Dear depay668,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if your other identity documents were approved, except for your selfie with your passport?

Could you kindly specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Has the casino specified when the verification call will take place exactly?

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 depay668,

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.