Player's struggling to withdraw her winnings.

I played, made deposit. After I won, I asked her to cash me out but no reply. Then had no access to the account.

Dear Nenafo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Has your withdrawal been pending for too long or are you not able to request a withdrawal at all?

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Lastly, could you please post here a website link to the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I had never played with the them before

Thank you for your reply, Nenafo. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I pretty much answered all. I don’t know what kyc is. I have never played them before and above is a pic of the website they contacted me on.

thank u

Nenafo, please understand I need the website link to the casino you played in. I cannot find such a casino via Google. Is this even a casino? How did you deposit?

If you fail to provide the link, we won't be able to help and I will be forced to reject this complaint. Thank you for your understanding.

Dear Nenafo,

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.