Good day, after playing and losing with several deposits, I decide to convert my comp points. By doing so, I was able to achieve the maximum gain (100 eur) allowed by their terms and conditions. Therefore, I made a withdrawal of 100 euros on September 5th via Bitcoin, and I waited the 18 working days as stated in their terms. Today is October 9th and I have not yet received any response from them despite the numerous emails I have sent, and no response when I submitted the documents they requested when I registered a while ago. It seems like a ghost casino, where only the chat function works but they say they don't have access to financial matters. Communication experience has been terrible so far. Thanks to the guru site for giving me the chance to make this complaint. Regards.

Buongiorno, dopo aver giocato e perso con alcuni depositi decido di convertire i comp points con cui riesco ad ottenere la vincita massima (100 eur) consentita dai loro termini e condizioni. Cosi eseguo il ritiro di 100 euro il 5 settembre tramite bitcoin, e attendo i 18 giorni lavorativi previsti sempre nei loro terms. Oggi è 9 ottobre e non ho ricevuto nessuna risposta da loro nonostante le numerose email inviate e nessuna risposta quando ho inviato i documenti richiestomi quando ho fatto l'iscrizione tempo fa. Sembra un casino' fantasma, funziona solo la chat dove pero dicono di non aver accesso alle questioni finanziarie. Esperienza di comunicazione pessima per ora. Grazie al sito guru per darmi la possimita di fare questo reclamo. Saluti.

Dear strayman, 

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 before?

Could you please confirm that you have passed the KYC verification?

When was the last time you communicated with the casino regarding your withdrawal or verification issue?

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, 

Veronika

Dear Veronica, a few hours after publishing this complaint, support (coincidentally?) sent me the first reply email informing me that the documents have been approved. To answer your question, no I have no withdrawal experience with this casino before this. Now I'm waiting for the payment that I haven't received yet. Greetings

Gentile Veronica, poche ore dopo aver pubblicato questo reclamo, il supporto (casualmente?) mi ha inviato la prima mail di risposta con la quale mi informano che i documenti sono stati approvati. Per rispondere la sua domanda, no non ho esperienza di prelievo con questo casinó prima di questa. Ora resto in attesa riguardo il pagamento che ancora non ho ricevuto. Saluti

I'm glad to hear your account has been verified. Have you received any new information about the status of your withdrawal request? Please keep us updated.

Hi Veronika, I just checked in my casino account that the withdrawal was processed and that I received the bitcoins in my wallet. So you can consider this complaint resolved, albeit with a long delay (30 business days). I thank you all for the support.

Ciao Veronika, ho appena controllato nel mio account del casinò che il prelievo è stato elaborato e che ho ricevuto i bitcoin nel mio wallet. Quindi puoi considerare questo reclamo risolto, anche se con molto ritardo (30 business day). Ringrazio tutti voi per il supporto.

Dear strayman,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

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