I made a deposit with a deposit bonus. I played through over $6000 which took almost two days! I won over $1000. They immediately stripped me of over $400, then I tried to withdraw my winnings through Bitcoin followed all the proper procedures and nothing. I emailed [email protected] and got a response from Sean snow that it can take up to 72 hours to process my withdraw but he had no answer why they took the 400. At this point I just want my $532.50 that I won fair and square through hours and hours of play through!

Dear Virgojesse,

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

Thank you for your reply, Virgojesse. There is a chance that you played with a bonus that had a maximum cashout limit or was a sticky bonus, but do I understand correctly that you are not interested in finding out what happened to $400?

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Hello,

According to their terms and conditions all Bitcoin withdrawals will be made very quickly, sometimes taking up to 72 business hours but not very often. I tried a new withdrawal of a lesser amount since I completed my verification after the first withdrawal. I would expect to see that money no later than Thursday if they follow their own terms and conditions.

Yes I passed kyc verification and I have not made a successful withdrawal from this casino I have from others with the same Bitcoin address I did make a deposit from the same Bitcoin address from where I requested the withdrawal to. I updated my withdraw request to $250 two business days ago. Thank you so much for your help in this matter! Only thing with the kyc verification that could possibly be an issue is they put my address as the address on the front of my ID but here in Michigan when you change your address to give you a sticker for the back of your ID which is my actual address.

It feels like I'm playing with monopoly money because who cares if I win if I can't make a withdraw they are not even replying to my emails.

Thank you for your reply, Virgojesse. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear Virgojesse,

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.