I have withdrawn with this casino online a few times recently. Never had any problems or complaints until I spent $3,000 in about 2 days and won a little over $5,200. I submitted my withdrawal request earlier in that day, the term say You must submit you're withdrawal request before 5:00 p.m. I was well before that. I spent that 2 days on and off almost constantly determined to get enough to buy this car I wanted. I was so excited to finally achieve my goal only to receive an email 2 hours later after I submitted my request that I needed to gamble more and bet higher and something about playthrough that is not on their terms or withdrawal conditions or anything anywhere. I've tried customer service since the 16th over and over and over asking why begging for my money back not threatening not anything derogatory and have received nothing except how can we help you everyday on the messenger they've not responded to my emails and my withdrawal that was normally processed every single day has not been processed has been sitting there for days not been touched because I tried to withdraw $4,000 right after they rejected it instead of $5, 000 which is their limit to see if I can get that but no one's responded my accounts not been touched it's not been you know tried to cash out like they were doing everyday it's just like I won the money they got my money and now I'm being ignored if they don't want to pay me the money I want maybe I could just get my money back I literally spent $3,000 in 2 days because that was my winnings that I had from our local casino there was a car I wanted I have two kids and no car and it's just really frustrating this is one of my absolute favorite casinos online I loved it I never had a problem until I actually won money I would have never have spent that much money had I not trusted them and they had always responded to everything before this.

Dear rtallman87,

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 advise when exactly you made the last successful withdrawal? Have you accumulated your winnings with or without an active bonus?

Additionally,  please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. 

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

Yes, I last made successful withdrawal Sept 13 2023. And yes there was no active bonus that I'm aware of. They have since cancelled the withdrawal request that's been pending since Sept 16 2023, with no explanation this time or email of any kind. It was even for 4000 instead of 5000, because of the email I received about playthrough. It wouldn't let me upload screenshots but I'll try again. They still haven't answered any of my messages but I'm going to attempt another withdrawal request after playing through what they said when they first rejected the withdrawal.thank you so much!!

Thank you very much for your reply, rtallman87. Unfortunately, many casinos require players to play through their deposit at least once even though no bonuses have been activated. Could you please clarify how much was your last deposit?

Dear rtallman87,

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.