Basic and simple. I deposited money and played for a couple of months, probably dropped about $500 total. When I finally won, my payment got approved, then un-approved by a manager and nothing. Still waiting to hear something back, anything back. This was 3 months ago and I haven't received any money or any correspondence and I've sent about a dozen emails. (And today, after not signing in, in over a while, all my transaction history has been wiped clean from the transaction history tab)

Dear ajaxxx_0,

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. Do I understand correctly that this was your first withdrawal attempt? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Dear ajaxxx_0,

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.

Yes it was my first withdrawal attempt. There was no bonus attached to my winnings and yes I passed the KYC verification

Do I understand correctly that you created more than one account at this specific casino?

Dear ajaxxx_0,

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.

I only created another account after the one I had they never paid out on.

Please note that most online casinos have a policy against players opening multiple accounts, regardless of the situation. I checked the General T&Cs and I found this:

"5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled."

I apologize, but if there were two active accounts created by you, we are no longer able to support you in this case, because you breached one of the main rules of online gambling by opening more than one account per casino. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Dear ajaxxx_0,

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.