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Good evening, I have paid 4 thousand euros since February 1st. With difficulty I reached 11 thousand euros. I requested 4,000 withdrawals, after a week of continuous requests for documents and photos, this morning I find my account blocked with only 4,000 euros inside. Support tells me I broke the rules by having two accounts. I didn't even remember having two accounts since the other one was inactive and closed for some time. The 7,000 winnings have disappeared, they no longer allow me to play and I can only withdraw the money paid. Moreover, on the site it says that there are no commissions on transactions, for example deposits, instead they charge a 13% commission for each deposit. Email support doesn't answer me, chat support tells me to send email. I don't know where to hit my head anymore.

Buonasera, io ho versato 4mila euro dal primo di febbraio. Con fatica sono arrivato a 11mila euro. Ho richiesto 4 mila di prelievo, dopo una settimana di richieste di documenti e foto continue, questa mattina mi trovo il conto bloccato con dentro solo 4mila euro. L'assistenza mi dice che ho infranto le regole avendo due account. Io neanche ricordavo di avere due account dato che l'altro era inattivo e chiuso da tempo. I 7mila di vincita spariti, non mi permettono più di giocare e che posso solo prelevare i soldi versati. Oltretutto sul sito c'è scritto che non ci sono commissioni sulle transazioni, ad esempio depositi, invece ad ogni deposito fanno pagare un 13% di commissione. L'assistenza via email non mi risponde, l'assistenza via chat mi dice di mandare email. Io non so più dove sbattere la testa.

Dear LucaBarp1992,

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. Do I understand correctly that you are aware of creating more than one account? Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, the other account had been closed and unused for over a year and I honestly didn't remember its existence at all, otherwise I would never have created this account, it wouldn't have made the slightest sense since I never requested a bonus. Even in this case I didn't use any bonuses or anything else, just my money. Honestly, I also use other sites and have never had problems with withdrawals. Example reloadbet.

The initial requested withdrawal had exceeded the demands for both bank and personal documents. Having reached a total of 11 thousand euros, they blocked everything. But the extra account has been closed and unused for over a year

Buongiorno, l'altro account era chiuso ed inutilizzato da più di un anno e onestamente non ne ricordavo minimamente l'esistenza, sennò non avrei mai creato questo account, non avrebbe avuto il minimo senso dato che non ho mai richiesto bonus. Neanche in questo caso non ho utilizzato ne bonus ne altro, solo soldi miei. Sinceramente utilizzo anche altri siti e non ho mai avuto problemi con i prelievi. Esempio reloadbet.

Il prelievo richiesto iniziale aveva superato le richieste dei documenti sia bancari sia personali. Arrivato ad un totale di 11mila euro mi hanno bloccato tutto. Ma l'account in più è chiuso e inutilizzato da più di un anno

After having also alerted the company that provides the gambling concessions, they have ascertained that I have not committed anything illegal, therefore they have unblocked everything and finally exonerated me from this problem.

Dopo aver allertato anche la compagnia che fornisce le concessioni di gambling, hanno appurato che non ho commesso nulla di illecito, quindi mi hanno sbloccato tutto e finalmente scagionato da tale problema.

Thank you for your reply, LucaBarp1992. Do I understand correctly that the issue has been resolved? Can we now close this complaint?

That's right, all fixed

Esatto, tutto risolto

Dear LucaBarp1992,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru