They block my account every time I request a withdrawal.

Support tells me before withdrawal that there is no problem or block, and then when I request the withdrawal, they block it.

I have requested to withdraw 120 euros, and the account has a total of 22,800 euros in winnings.

Me bloquean la cuenta cada vez que solicito una retirada.

Soporte me dice antes de retirar que no hay problema ni bloqueo,y luego al solicitar la retirada la bloquean.

He solicitado retirar 120 euros,y la cuenta tiene en total 22.800 euros en ganancias.

Dear Natalia42,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Natalia42,

Have you received your withdrawal from the casino yet?

Dear Natalia42,

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.

No, I have not received anything

And for more trouble......now they ask me for documentation again to verify the account.

It's clear they don't want to pay me.

No ,no he recibido nada

Y para más problema......ahora me vuelven a solicitar documentación para verificar la cuenta.

Está claro que no quieren pagarme.

Thank you for your reply, Natalia42. Have you made any successful withdrawals before? Unfortunately, many casinos ask players to provide additional documents even though their account has already been verified. Could you please confirm that you have provided the required documents?

Have you accumulated your winnings with or without an active bonus?

Dear Natalia42,

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.

We’ve reopened this complaint at the request of Natalia42. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Has there been any updates since our last conversation?

Dear Natalia42,

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.