I won money with free spins and even more with that money. The casino let me withdraw the money except for the 5€ which was still bonus money. I withdrew the money and the next day I got a message that the money could not be withdrawn. They disappeared from my game account and never made it to my personal account. It left a bad taste in my mouth because my money was good enough for the casino.

Dear dimitrikonon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Have you received any explanation from the casino why your winnings have been cancelled?
• Could you please advise if you have redeemed any promotional offers from this casino previously?
• Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to [email protected].

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

Dear dimitrikonon,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.