Dear Silcat,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise how many days ago you have requested a very first withdrawal?

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 Petronela.

Thank you for your reply.

My first withdrawal was requested 5 days ago for 800euro and was automatically cancelled immediately altough I am verified. Support asked me to try again, which I did and was on hold for 3 days. Once the maximum timeframe of 72h (as it is listed on the website altough on cashout page it says 14 minutes processing time) I contacted support again to ask about my withdrawal. Livechat barely responds, have to wait 15-20minutes for agents to reply.

They advised me to try withdrawing using a different method (VISA, neteller). I tried to make the minimum deposit with CC and Neteller and I got those error messages. Informed support about that, they said it is working fine. I showed them to errors, they still claim its from my end. I checked I have enough money for minimum deposit and tried to use CC on a different site and it works. Again I inform them.

What do you know, the only deposit method that works is Skrill, but they say skrill withdrawals do not altough it is listed on the website. Could you please check if other players withdrawed with skrill in this timeframe. Because I simply believe they are lying just to stall my withdrawal. Also in the meantime I used the timeout option to protect my withdrawal from playing. Below its a screenshot with the withdrawals

https://gyazo.com/ee46d3c7387aa9eba0fb5dbc239cae26

Thank you for your help

Thank you very much, Silcat, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello. The amount has been paid today. Thank you so much for your help.

Hello silcat!

That are some great news that you received your payment!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.