I've been trying to make a withdrawal from the casino in question since 12/10 using my MasterCard, which I also use for deposits. They claim that there is an issue with my provider, which is why the withdrawal failed three consecutive times, and they advised me to proceed with a bank transfer. Despite contacting my provider and receiving assurance that there were no issues on their end, I followed the casino's instructions and applied for a withdrawal via bank transfer. Since 17/10, the withdrawal has still not been processed because they claim there is congestion, and when I contact them, they only ask me to be patient.

Dear pkalos77,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

Good evening....1)it's my first withdrawal at this particular casino....2)they don't require verification....3)it's solely from my own deposit....hope I covered you....Thanks very

Have you received your withdrawal yet to your bank account?

If the issue persists please share with me the communication between you and casino support regarding the issue. Share screenshots here or send the information to my email at [email protected]

Dear pkalos77,

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.