Hello, since 2 months I am trying to receive a list with all my deposits and withdrawals and firstly the casino didn't answer. Then I have finally gotten an answer from a different department and now they are sending me to the first department where I didn't get no reaction since 1,5 months.

Could you please help me with this issue?

Dear Kara2022,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify how long have you been playing in this casino? Have you passed the KYC verification?

Could you please write here the exact email addresses where you wrote messages with the request for your full transaction history?

Please forward any relevant communication between you and the casino regarding the issue to [email protected].

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

Best regards

Veronika

Hello Veronika,

Thank you for your answer.

I have replied via Email.

And I wrote them to these email adresses:

[email protected]

[email protected]

[email protected]

Best regards, Katharina

Thank you for your emails. Please keep in mind that casinos are not obligated to retain comprehensive records of players' transactions throughout their entire gaming duration. The casino support advised you to check the information about your deposits/withdrawals directly in your profile.

If you find that your complete transaction history is not visible in your profile, you may consider reaching out to your financial institution or payment service provider. They can assist you in sorting and accessing records of all your casino-related deposits and withdrawals.

Please let me know if there is anything else I could help you with, otherwise, this complaint will be closed. Thank you for your understanding.

Dear Kara2022,

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.