I deposited and money been taken from my bank. I haven't recieved confirmation email. Over an hour money are still not visible on my account!!! Consumer rights!

Dear Constantin,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Please understand that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a process which takes approximately one month. In these cases, casino has its hands tied. That’s why you have been offered a bonus as a compensation while waiting for your deposit to be found.

I’m sorry, but there is nothing else we can do for you at this time. I will leave this complaint opened for a month and ask you to keep me updated. Thank you very much for your understanding.

Best regards,

Petronela

I also have an withdrawal approved on Monday and I got confirmation email. Never been paid. I asked explanation and UK representant using a rude voice said in next 7 days will be approved?! I send him evidence of approved withdrawal and he said nope they still have to approve again. Is that a joke?!

Constantin, is there any possibility that firstly your request has been approved and now you’re waiting for your withdrawal to be approved? Please understand there is a difference.

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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

There it is the way they lie and cheat the customer. Why they are allowed to have a website?!?!

Thank you very much Constantin for your reply. I would suggest waiting just a little bit longer and if you don’t receive your winnings by the end of next week, we will intervene. I will set the timer for 7 days and wait for your update patiently. Thank you very much for your patience and cooperation. 

Dear Constantin,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.