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I tried to withdraw a win of about 7000 euros, but after about twenty days during which the withdrawals requested each time were canceled for the reasons of other documents (always the same ones already sent and sent back), out of anger they are all replayed.

Ho cercato di prelevare una vincita di circa 7000 euro, ma dopo circa venti giorni durante i quali mi venivano annullati in continuazione i prelievi richiesti ogni volta con la motivazione di altri documenti (sempre gli stessi già inviati e riinviati), per la rabbia me li sono rigiocati tutti.

Dear Domenico,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Unfortunately, since you have played and lost your funds, there is nothing we could do for you. For the future references, I would strongly recommend to fully cooperate with casino and provide all the required documents in best possible quality, correct format and as soon as possible.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Domenico,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.