Spelarens ytterligare kommentarer:
Hej Petronela, se mina svar inom:
K?ra gwgerald,
Tack s? mycket f?r att du skickade ditt klagom?l. Jag ?r ledsen att h?ra om ditt f?rsenade uttag.
· F?rst?r jag r?tt att uttag fortfarande v?ntar p? ditt konto utan att behandlas? Ja det ?r korrekt.
· Har du blivit informerad om varf?r du inte kan ta ut dina vinster? Nej - min gissning ?r att de kan ?beropa n?got i sina villkor som s?ger att de f?rbeh?ller sig r?tten att neka utbetalning av eventuella vinster baserat p? bonuspengar, men det har aldrig sagts och kundtj?nst gick med p? att pengarna p? mitt konto inte ?r begr?nsade p? n?got s?tt.
· Har ditt konto verifierats? Ja
· Om det finns n?gon relevant kommunikation, v?nligen vidarebefordra den till [email protected] .
Det ?r ganska vanligt att uttag tar ett par dagar eller till och med veckor att bli helt behandlade, men en m?nad ?r ovanligt l?ng tid.
Jag hoppas dock att vi kommer att kunna hj?lpa dig att l?sa problemet s? snart som m?jligt. Tack p? f?rhand f?r ditt svar.
V?nliga h?lsningar,
Petronela
Player's additional comments:
Hi Petronela, please see my responses within:
Dear gwgerald,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
· Do I understand correctly that withdrawals are still pending inside your account without being processed? Yes, that's correct.
· Have you been advised why you can’t withdraw your winnings? No - my guess is that they might be invoking something in their terms that state they reserve the right to deny paying out any winnings based on bonus money, but that has never been stated and customer service agreed that the money in my account is not restricted in any way.
· Was your account successfully verified? Yes
· If there's any relevant communication, please forward it to [email protected].
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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