I have deposit £1500 on 6th Dec 2022 and then I try to bet but was not allowed and instructed me to contact their Live Chat (Safe Gambling Team). They went through lots of questions and then set up a limit of £1000 to my account where the extra £500 they say will refund back to me. It seems all ok to me at that time. Then I start playing and won £1200 which made my account to have a balance of £2200 and I was going to withdraw some part of the money but then it ask me to upload Proof of Identity + Debit Card which was used to deposit the funds … I did whatever they requested along with my proof of address and evidence of my salary. Then I start contact their Live Chat but no one responding and even send them emails … No one is responding at all … I don’t know will I get my money back or not. Please help me. I have £2200 balance which I want to withdraw plus £500 which they said is under process but no exact date is given. I have been sending them messages on Live Chat but no one responding.
Hello there,
Sorry to hear about your troubles. The casino should always communicate with the player. I failed to understand, whether your account has been fully verified yet. I would guess that not yet. Sadly, this is the first step to withdrawing any winnings.
Kindly note that we allow casinos 14 full days to complete the KYC and fulfill the withdrawal, so when did the KYC start, please?
My account have been verified. I tried to withdraw money from account but it said Error and I never asked for Bonus money which was only £0.01 and cannot even cancel this bonus money. Enclosed is a screen shot. 
Sadly, I can't see your balance, so I suggest you ask the support or live chat to explain further.
Are you sure you have not taken any bonus? Reviewing your account history would help.
Anyway, the first step is to contact the casino to identify the issue.
Can you do that, please?
I'll wait for your reply. Kindly use the reply button for that.
Sie haben die Überprüfung von Kreditkarten mehrfach abgelehnt 🤬!!!
Dann senden sie am 8.8.24 um 12:48 Uhr zwei E-Mails, dass die Karte genehmigt ist, woraufhin am 8.8.24 um 12:51 Uhr noch eine E-Mail kommt, dass die Karte nicht genehmigt ist, WTF.
Was kann ich tun???
Hello, did they also tell you why this card was not verified and what do the emails mean ? I think I would try to find out first, because that is probably the most important thing.
We give casinos 14 days to resolve withdrawals and KYC so if nothing changes you can contact us and we will try to help you.
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