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Dear All,

I am contacting you to request assistance regarding a problem I am experiencing with an online betting site.

I have been using the platform for approximately 3 to 4 weeks without any issues, operating normally. On April 8th, I attempted to withdraw my funds, after having initially deposited €50 and reaching a balance of €750 through legitimate activity.

However, on April 9th, my account was blocked, and I received a notification from the company. It's worth noting that my account had already been verified before this incident.

Subsequently, I was again asked to submit additional personal documentation (including photos, videos, and other supporting documents), which I provided in full. Despite having complied with all requirements, I have not received a concrete solution to date. The only response I have repeatedly received from the company is that the case is "under review," without providing clear explanations or estimated resolution times.

I believe this situation is unjustified and could constitute an improper withholding of funds, as I have not been informed of any specific irregularity in my account or my activity.

For this reason, I am turning to you for guidance and/or intervention, in order to recover my funds or move forward in resolving the case.

I am available to provide any additional documentation you may deem necessary (screenshots, emails, receipts, etc.).

Thank you very much for your attention.

To clarify, use the same deposit method for withdrawals

Sincerely

Gaona Gonzalo

Estimados,

Me pongo en contacto con ustedes para solicitar asistencia en relación con un problema que estoy experimentando con una casa de apuestas online.

He utilizado la plataforma durante aproximadamente 3 a 4 semanas sin inconvenientes, operando con normalidad. El día 8 de abril intenté realizar un retiro de mis fondos, luego de haber depositado inicialmente 50€ y haber alcanzado un saldo de 750€ mediante actividad legítima.

Sin embargo, el día 9 de abril mi cuenta fue bloqueada y recibí una notificación por parte de la empresa. Cabe destacar que mi cuenta ya había sido previamente verificada antes de este incidente.

Posteriormente, se me solicitó nuevamente el envío de documentación personal adicional (incluyendo fotos, videos y otras validaciones), las cuales proporcioné en su totalidad. A pesar de haber cumplido con todos los requerimientos, hasta la fecha no he recibido una solución concreta. La única respuesta reiterada por parte de la empresa es que el caso "se encuentra en revisión", sin brindar explicaciones claras ni plazos estimados de resolución.

Considero que esta situación es injustificada y podría constituir una retención indebida de fondos, ya que no se me ha informado de ninguna irregularidad específica en mi cuenta ni en mi actividad.

Por este motivo, recurro a ustedes para solicitar orientación y/o intervención, con el fin de poder recuperar mis fondos o avanzar en la resolución del caso.

Quedo a disposición para aportar cualquier documentación adicional que consideren necesaria (capturas, correos, comprobantes, etc.).

Desde ya, muchas gracias por su atención.

Para aclarar use el mismo método de depósito para retirar

Atentamente

Gaona Gonzalo

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Dear GonzaGao,

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.?
• To clarify, you were able to pass the verification before so this is the second time that the casino asked you to verify your account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Jean