The player from Slovakia is experiencing difficulties withdrawing his winnings. We rejected the complaint because the player didn't respond to our messages and questions.
I had to pay 2600 euros, I paid first 1500 euros then 1100 euros after 3 days we deducted from the win from the processing regime 1500 euros but we really did not run into the account. It still shows me that the processing will be won, but only 1100 euros. How is that possible and what can I do to get paid out? I played for real money deposited through one card but to pay out I put it on another card is not a problem?
Dear Martin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The common practice is to withdraw your winnings using the same payment method which has been used to deposit funds in to your account. If the original payment method is not available than a player is prompted to use a different one when withdrawing winnings. Why did you use a different card for a withdrawal? Have you been advised by the casino to do so? Could you please confirm that you have completed KYC account verification 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,
Petronela