I exchanged my accumulated points, and they're telling me I can't withdraw my winnings because my accumulated points aren't valid. But they were the ones who gathered them.

Cambie los puntos acumulados, y me dice que no puedo retirar mis ganancias porque mis puntos acumulados no son válidos. Pero si ellos mismos los acumularon

Dear Rishii,

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. Could you please specify which exact bonus you tried to redeem? Have you succeeded in activating it and completing the bonus wagering or the redemption was denied completely?

If there’s any relevant communication between you and the casino, please forward it to [email protected].

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Greetings all,

I had a look and it appears the requested funds should be valid for withdrawal, the only issue I can locate is you need an update of your Bitcoin address Rishii. If you post it here I'm certain Petronela will be kind enough to lock the comment from prying eyes and I should be able to get it updated in your casino account for you. Once that is complete it will be eligible for review, approval, and perhaps payout not too long thereafter.

Best wishes,

Nick and Royal Ace

Thank you, Nick and Royal Ace, for your assistance. Is there anything else needed from the player?

Hey Petronela,

At the moment, no. He has confirmed his payout details (Bitcoin), I have had the requested withdrawal approved, and I have submitted it for priority payment. Hopefully we will see this resolved shortly. ??

Best wishes,

Nick and Royal Ace

Greetings all,

Just confirming that payment is complete on our end and also confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Royal Ace

Perfect. Thank you very much, Nick and Royal Ace, for your assistance.

Dear Rishii,

Could you please confirm once you receive your winnings? Will be waiting for your confirmation patiently.

Dear Rishii,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.