So, I'm trying two weeks now to withdraw my winnings.

First I had to send verification documents, which were approved.

Then payment methods, cards etc which were also approved.

But here's the problem, I tried to withdraw with my card number and there's said that my bank cancelled the transaction.

I called the bank and they told me that there weren't any move that was cancelled so I told them and guess what??

They told me that the casino cancelled the withdrawal.

The best part is that some months before they allowed me to withdraw with the same card.

It's simply unreasonable what they are doing.

Dear Andreas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was your money returned back to your casino account? Have you tried requesting the withdrawal again after the transaction was declined?

Did the casino specify the reason for canceling the withdrawal? Please forward any relevant communication between you and the casino to [email protected] (or you can post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Dear Andreas,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

So after the casino rejected my verification documents I cancelled the withdrawal, made a new one for another bank account, sent the proper document and they cancelled it again because they didn't check it that it is a document for another bank account. And as usual they answer always the next day. Pure madness.

Would you be so kind and forward all the relevant communication between you and the casino to [email protected]? Thank you in advance.

Additionally, I would like to point out, that cancelling old and requesting new withdrawals might prolongate the processing time. Especially, when you submitted new documents which now the casino has to check. I would recommend waiting for a few (I'd suggest at least 10) additional days. If there is no development in your case, we will intervene. Thank you very much for your patience.

We received this email from Andreas:

"Hi there, so finally after almost one month I got my money.

Thanks a lot for your time and happy holidays."

Great news! Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.