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This all started on the 20th of August when the nightmare started. I won a large amount (over 40k+) and I attempted to withdraw my funds and for some reason my withdrawals were just sitting there and ignored.

I would like to also mention I was at VIP level 3. Apart of my better judgement I continued using their platform up to yesterday (which that was my error). There is no info on their VIP program anywhere for me to even confirm that. I was told that I was allowed 9k a week, 16 k a week and 60 k a month.

The initial withdrawals were ignored and not to mention the game I was playing that I won the funds on froze and I got an error. I was in full

Communication with them about these issues. After multiple conversations, I received the same responses. We will escalate your concern and get back to you right away. I never got that response they promised after multiple attempts.

Late last week they put through 3k a day.(4 days)

As of a couple days ago I was magically moved to VIP 1 with no advancement even with all my transactions and playing on there. I contact their customer service and I was told that it goes back to the beginning. I would also like to add any VIP programs any site or place had, I never went back to the beginning after all the usage. I would go either down a level or to the beginning of the level I was at.

They also told me you advance with withdraws, deposits and gameplay (which I had a lot of). After all of that my VIP was still showing no movement at 0% which is very convenient because for me to get to level 3 it was because I was playing. I received 2 different answers when the first one didn’t make sense.

Due to me being VIP 1 Level, I can no longer withdraw anything except for the 1k I attempted which is still sitting there.

I don’t know what kind of practice they use but as I mentioned none of this has been right. They change the rules when it’s convenient for them and it’s a large risk for you. I cannot find any FAQ on their VIP program which means they can make their own rules and change it as they please to benefit them.

I don’t know how many other people have had these issues but as I mentioned that I have used many other platforms and at the actual casinos and still never had to deal with this.

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Dear Elisa82,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced.

To better understand the circumstances of your case, could you please clarify the following:

• Has your casino account successfully completed the KYC verification process?
• Did you claim or use any bonuses or promotions while accumulating the disputed winnings?
• Were the winnings accumulated through casino games/slots, sports betting, or a combination of these?
• Could you please confirm the total amount that is currently pending in your withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Dear Elisa82,

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,
Karla
Casino.Guru