Casino Epic SE - Hráč se snaží vybrat své výhry.

Hi,

Today i found and signed my BANK-ID on Casino Epic.

I made deposits for quite some money and played, i won and wanted to see where to withdraw MY money but there is no such fuction.

The only thing you can do is deposit more money or keep playíng that makes you have to sign your BANK-ID again.

When i now want to do this is says my account is inactive and wont proceed, so i wanted to check my " profile " or account but there is no such fuction either.... I am in loss of words and what to do next because i have contacted them by EMAIL as that is the only way.

I hope this complaint explains well enough for you to perhaps be able to help me or discuss my next move/action.

Br,

Simon H****** A*********

Dear Hartmansimon,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Hartmansimon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We are unable to carry out any further investigation or provide potential solutions due to the lack of response from the player. As a result, we have closed the case, but the player is free to reopen the complaint at any time.