I gambled €650 on the website. I lost it. The following day I was emailed to say I had a cashback sum of around €178 in my account. I wagered this amount until the bonus money was real money to eventually win €1772.82. I then withdrew the money on the 25.03.20 and it has not been processed even though on the website it says there is a 24hour processing time. I have attempted to email and emails bounce back. I have tried the contact number and it doesnt work. I have tried speaking on the live chat and I dont move higher in the question then 2nd in waiting. I finally did get through to someone on the live chat and they said they would escalate my query and someone would email me. I have had no email. 

Hi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do so, please could you clarify if this was your first attempt for a withdrawal? Have you completed KYC verification successfully in the past? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi,

We are extending the timer by 7 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.