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The amount I've entered is just an estimate; it's probably more, but they won't let me access my account, and when I ask how much money I have in the account, they don't give me any answer.

As I said, the account has been under review since November, and they were supposed to process a manual withdrawal, but I still haven't received the money.

El dinero que he puesto es orientativo, posiblemente sera mas, pero no me dejan acceder a mi cuenta y cuando pregunto cuanto dinero tengo en la cuenta no me dan ninguna respuesta.

Como he dicho la cuenta en revisión desde noviembre, se suponía que iban a proceder a una retirada de forma manual, pero todavía no he recibido el dinero.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play shortly before your account was suspended?
• Have you passed the full KYC verification at this casino, or have you at least submitted any identity documents?
• When was the last time the casino customer support contacted you regarding the manual withdrawal of your balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

What types of games were you playing shortly before your account was suspended?

- Sports betting.

Have you completed the KYC verification at this casino, or at least submitted some form of identification?

- Yes, I have sent all the documents they requested.

When was the last time the casino's customer service contacted you regarding the manual withdrawal of your balance?

- On 20/02/2026 I contacted them and they replied with the following:

Dear Jason,

Thank you for contacting our customer service team.

We offer our sincerest and deepest apologies for the delay in responding to your recent request. We fully understand that waiting for an update can be frustrating, and we sincerely regret any inconvenience this may have caused you.

We want to assure you that your case is being thoroughly reviewed by the relevant department and we are giving it all the necessary attention to ensure a complete and accurate resolution.

We sincerely appreciate your patience and understanding while this review is underway. Our team is committed to processing your request as quickly as possible and will provide you with an update as soon as any progress is made. Thank you for your continued trust and for being such a valued member of our team.

community.

¿Qué tipos de juegos jugabas poco antes de que te suspendieran la cuenta?

- Apuestas deportivas.

¿Has pasado la verificación KYC completa en este casino o al menos has enviado algún documento de identidad?

- Sí, he enviado todos los documentos que me han solicitado.

¿Cuándo fue la última vez que el servicio de atención al cliente del casino se puso en contacto con usted con respecto al retiro manual de su saldo?

- El 20/02/2026 me puse en contacto con ellos y me respondieron lo siguiente:

Estimado Jason,

Gracias por ponerse en contacto con nuestro equipo de atención al cliente.

Le ofrecemos nuestras más sinceras y profundas disculpas por la demora en relación con su reciente solicitud. Entendemos perfectamente que la espera de una actualización puede resultar frustrante, y lamentamos enormemente cualquier inconveniente que esto le haya podido causar.

Queremos asegurarle que su caso está siendo revisado minuciosamente por el departamento pertinente y le estamos prestando toda la atención necesaria para garantizar una resolución completa y precisa.

Agradecemos de corazón su paciencia y comprensión mientras esta revisión está en curso. Nuestro equipo se compromete a gestionar su solicitud con la mayor rapidez posible y le proporcionaremos una actualización tan pronto como se produzca algún progreso. Gracias por su continua confianza y por ser un miembro tan valioso de nuestra co

munidad.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika