Hello, I made several withdrawals to my account, but while I was playing, they were cancelled, and supposedly I played that money, but I wasn't aware. I didn't know that my withdrawals could be cancelled out of the blue, no one informed me. When I finished, I noticed that my withdrawals had been cancelled. I opened the chat and spoke with a representative who insisted that I had cancelled them, which is untrue. I showed her screenshots that were sent to my email and she admitted it was the system that cancelled them and it was the casino's fault. She said that money should be returned to me. I've been emailing them about this but they keep responding with unrelated answers. They aren't resolving my issue and I want that money in my account. It's not fair; I didn't cancel it and was counting on that money being credited to my account.

Hola buenas, hice varios retiros a mi cuenta, mientras yo jugaba me los cancelaros y supuestamente yo jugué ese dinero, pero yo no lo sabía, yo no sabía que me podían cancelar de repente los retiros, no me avisaron, cuando ya salí vi que me habían cancelado los retiros, abrí el chat y hablé con una chica que me decía que los había cancelado yo cuando es falso, la mande capturas que me enviaron al correo y me dijo que lo sentía que me lo había cancelado el sistema y que era culpa del propio casino que ese dinero deberían devolvérmelo, escribo correos y me contestan otras cosas, no me lo solucionan y yo quiero que ese dinero esté en mi cuenta, no es justo yo no lo cancele y contaba con que ese dinero me lo ingresarían en mi cuenta.

Dear raquel1908,

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

Do I understand correctly that you requested several withdrawals at once, and then you continued playing? Has the money requested for withdrawals been subtracted from your casino balance?

Have you received any explanation about the reason why the system canceled your withdrawal requests?

Please forward any relevant communication between you and the casino regarding this 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

Dear raquel1908,

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.