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On October 26th, I requested a withdrawal of 300 euros. After more than a week without receiving any updates, my account was blocked without explanation, with 620 euros remaining.

Once my account was blocked, I was asked to send the card used for the deposit and a selfie with my ID. All this documentation was sent on November 3rd, but I haven't received any response.

Days later I wrote to support again, and instead of offering a solution, they asked me for the same documentation again, even though I had already sent it. They even added my document to the request.

I have tried to resolve this problem directly with them, but it has been impossible as they take weeks to reply, or they ask me for the same documentation over and over again, prolonging the process for no reason.

To this day I still have no access to my account and have not received the withdrawal I requested months ago.

El 26 de octubre solicité un retiro de 300 euros. Tras más de una semana sin recibir ninguna actualización, mi cuenta fue bloqueada sin explicación, con 620 euros.

Una vez bloqueada, se me solicitó que enviara la tarjeta utilizada para el depósito y un selfie con mi documento de identidad. Toda esta documentación fue enviada el 3 de noviembre, pero no recibí ningún tipo de respuesta.

Días después volví a escribir al servicio de soporte, y en lugar de ofrecer una solución, volvieron a solicitarme la misma documentación a pesar de que ya lo había enviado previamente. Añadiendo además mi documento.

He intentado resolver este problema directamente con ellos, pero ha sido imposible ya que tardan semanas en contestar, o me piden una y otra vez la misma documentación, prolongando el proceso sin motivo.

A día de hoy sigo sin acceso a mi cuenta y sin recibir el retiro solicitado hace meses.

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Dear adricaleta,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?
• Do I understand correctly that you have not yet passed the KYC verification, please?  
• Did you accumulate 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,  

Katarina

Good morning Katarina,

I only placed sports bets. I received the €100 sports welcome bonus and converted it into real money after continuing to bet. As for verification, I've already sent them everything they previously requested.

And I've been at the casino for about 2 months.

Buenos dias katarina,

Yo solamente realice apuestas deportivas. Obtuve el bono de bienvenida de deportes de 100 euros y lo converti en dinero real despues de haber seguido apostando. Y en cuanto a la verificacion, ya les envie todo lo que me habian solicitado previamente.

Y llevo en el casino aproximadamente 2 meses.

Dear adricaleta,

Thank you for the additional information and 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,

Katarina