Hello, on 16/05/2020 I made a withdrawal request of 2600 € at the casino. I state that I have not used bonus money but only real deposits for winning. The fact is that today 21/05/20 I receive an email informing me that my level is too low to withdraw the entire sum and I am refunded € 1600 on the gaming account and a withdrawal request pending € 1000. The strange thing is that they have already paid me amounts over € 1000. In their terms and conditions I find nothing about it, and by contacting the chat I have not solved anything. The only limit they impose is a monthly withdrawal of a maximum of € 5000 but with that request I arrived precisely at the sum. So I didn't pass it. Now I have made a new withdrawal adding 1550 € to the 1000 € already requested for a total of 2550 € to try to stay under the monthly limit of a bit. I'm waiting.

Buongiorno, il giorno 16/05/2020 ho effettuato una richiesta di prelievo di 2600€ presso il casinò. Premetto che non ho utilizzato soldi bonus ma solo depositi reali per la vincita. Sta di fatto che oggi 21/05/20 ricevo una mail dove mi si comunica che il mio livello è troppo basso per prelevare l'intera somma e mi trovo rimborsati 1600€ sul conto gioco ed una richiesta di prelievo in attesa di 1000€. La cosa strana è che mi hanno già pagato importi superiori ai 1000€. Nei loro termini e condizioni non trovo nulla a riguardo, e contattando la chat non ho risolto nulla. L'unico limite che impongono è un prelievo mensile di massimo 5000€ ma con quella richiesta arrivavo precisamente alla somma. Quindi non l'ho superato. Ora ho effettuato un nuovo prelievo aggiungendo 1550€ ai 1000€ già richiesti per un totale di 2550€ per provare a stare sotto il limite mensile di un po'. Resto in attesa.

Dear Francesco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you answer a few questions, so I understand fully what the issue might be? Which method to withdraw your winnings you have opted for? The daily maximum for withdrawal limit might be set by the payment provider, not by the casino.

Secondly, please could you confirm that you have completed KYC verification successfully in the past? I hope I will be able to help you resolve this issue as soon as possible. Thank you very much for your reply.

Best regards,

Kristina

Hi, as a withdrawal method I used bank transfer. As far as the KYC procedure is concerned, I have already done it, also because I have already performed other substantial withdrawals. The only thing I'm talking about at the moment is that I don't have a member level so high that I can withdraw the sum. But as I said in their conditions, they never mention this. Thanks so much

Buongiorno, come metodo di prelievo ho utilizzato bonifico bancario.per quanto riguarda la procedura di KYC si ho già provveduto ad effettuarla, anche perché ho già eseguito altri prelievi consistenti. L'unica cosa di cui mi parlano al momento è che non possiedo un livello membro così alto da poter prelevare la somma. Ma come dicevo nelle loro condizioni non menzionano mai questa cosa. Grazie mille

Francesco, thank you for your quick reply. We will contact the casino and ask for their explanation, but before we do so, could you please confirm, that your withdrawals didn't exceed the amount of €5,000 per 30 days?

Dear Francesco,

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 forced to reject 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.