Good day! On Friday, October 20, I passed the verification process and wanted to withdraw funds. I created a request and waited. On Saturday, I cancelled it and decided to play a bit more. I raised my balance to 30,800 rubles and stopped. Yesterday, I created a new withdrawal request and am currently waiting. They mentioned there were some problems with the payment provider, even though they offer cryptocurrency withdrawal methods.

Добрый день! В пятницу 20 октября я прошёл верификацию и хотел сделать вывод средств. Создал заявку и ждал. В субботу я её отменил и решил поиграть. Поднял баланс до 30 800 рублей и остановился. Вчера создал заявку на вывод и жду. Говорят какие-то проблемы с платёжным провайдером, хотя у них есть методы для вывода криптовалюта.

Dear ilyaxa111,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I did not wait for the withdrawal and lost all my funds. But I consider the casino to be the worst with a license from Dama NV because they did not specifically process the withdrawal request. They didn’t show me on the card for a total of 4 days. I created a withdrawal transaction for cryptocurrency. She was rejected after 5-10 minutes. I was told that I needed to withdraw using the same method I used to make a deposit. But they wrote more than once that there were problems with the withdrawal to the card and did not withdraw to the cryptocurrency. At the same time, they did not yet name the timing of withdrawal of funds.

Я не дождался вывода и проиграл все средства. Но я считаю казино самым худшим с лицензией от Dama N.V потому что они специально не обрабатывали заявку на вывод. Они мне не выводили на карту в общей сложности 4 дня. Я создавал транзакцию вывода на криптовалюту. Её отклоняли через 5-10 минут. Мне сказали что нужно выводить, тем методом, каким я и сделал депозит. Но они не однократно писали что неполадки с выводом на карту и не выводили на криптовалюту. При этом они ещё и не называли сроки вывода средств.

Thank you for your reply, ilyaxa111. Sadly, since you have wagered your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.