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I requested a withdrawal of €500, which was reversed to my VISA. The casino claims my provider is responsible; therefore, I requested payment by bank transfer, a method I've used previously without any problems. However, this request was also rejected. A technical issue was generically indicated, without specifying the nature, and the withdrawal is still pending. I'm asking for your assistance because, despite customer support continually reassuring me that everything is in order, the withdrawal is not being processed and the funds have not been credited.

Ho richiesto un prelievo di 500 € che mi è stato stornato tramite VISA. Il Casinò sostiene che la responsabilità sia del mio provider; pertanto ho richiesto il pagamento tramite bonifico bancario, modalità già utilizzata in precedenza senza alcun problema. Anche in questo caso, tuttavia, la richiesta è stata rifiutata. Viene genericamente indicato un problema tecnico, senza che ne venga specificata la natura, e ad oggi il prelievo risulta ancora in sospeso. Vi chiedo cortesemente una mano perché, nonostante l’assistenza clienti continui a rassicurarmi affermando che è tutto regolare, il prelievo non viene processato e le somme non risultano accreditate.

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Dear Bombz84,

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 if you have been informed about any alternative method to withdraw your winnings?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila