Surf Casino - Player’s struggling to withdraw her winnings.

The methods of withdrawal doesn’t work. I tried the bank transfer which was discarded and their answer was "it doesn’t work sometimes" they told me to try neosurf or visa. I don’t have neosurf plus in my city we don’t have a store to buy a voucher. I deposited with my MasterCard and they told me to use visa. I tried my Visa card n that was discarded as well. Now I tried to use my neosurf account to see if I can use my bank transfer to deposit money in order to withdraw on it and my neosurf account is blocked (for unknown reasons - I wrote an email this morning to ask y was it blocked) so ultimately I have no other ways to withdraw my money. I sent a message to them no answer I tried the chat support and they kept telling me the same thing no help there. I recently sent an email to ask them what other methods are available n idc if they have to mail me a check. I juss want my winnings.

Dear Samantha,

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

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

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,

Petronela

Dear Samantha,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, 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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.