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Intentionally blocking withdrawal

GG bet intentionally doesn't want to proceed with my withdrawal this time even though i have passed verification check before.

I am in Canada and opened account almost month ago

They offer deposit via master cards but Canadian banks usually block those transactions so for these cases i have prepaid MasterCard card.

1. I successfully deposited $50 using prepaid MasterCard (transaction id: 2fff856e-9158-4a06-bd6b-25b5156c7980). And lost this $50 almost right away

I tried to make more deposits using the same card but it was rejected.

After that i started using e-transfer (basically direct deposit from my bank account)

2. I successfully deposited $300 using e-transfer (transaction id: 489256af-fbb6-487a-836a-2c9e5503bdd4)

Was lucky and won a bit of money that i wanted to withdraw.

They asked me to provide a picture of this prepaid card that i used for my very first deposit of $50 and my ID.

I provided that and successfully passed verification.

3. Successfully submitted 2 withdrawal requests (transaction id: 135448f3-5b22-4f9f-b4b2-9dfc83f19e28 and 2564fd0b-7d65-4b1a-9578-7db5ac5158fe)

4. Deposited another $100 via same e-transfer few days later (transaction id: 886ac498-4472-4a3c-903e-e8d5196f56fa)

5. Made another deposit via same e-transfer (id: 1cbfc6cd-9306-45b6-9cbe-86b45a80b6a5)

6. Played a bit and successfully withdrew money (transaction id: 7a5ab13a-0aea-4335-8e64-5967f3ade62a)

So up to this point everything was good

7. I made another deposit for $300 using same e-transfer (82a9b820-bddc-42f9-9761-6ca138045479)

Lost it

8. Made another deposit for $1000 using e-transfer (c0a06f12-a561-417d-a14d-5db993d768d9)

Lost it

9. Made another deposit for $1700 using e-transfer (48bbb80a-0a93-4209-955f-0ef9e6707e4d)

And almost lost it but then was lucky to break even (to $3000)

Then submitted withdrawal request for the same method that i've been always successfully using before for both: deposits and withdrawals (e-transfer)

And now they can't proceed it!

They asked me to provide again pictures of ID (i provided them with another piece of identification)

AND they are asking me to provide bank statement for a prepaid master card that i used only once at the very first deposit of $50 weeks ago. I do have this card on me and i provided them with the screenshots of all transactions for this card and also screenshots for my profile information from the company that issues these cards (paypower). It has my name there and address that matches all information. But they want a statement which is impossible to get as it's a prepaid card.

But it doesn't make any sense. All except the first one ($50) deposit has been done using direct money transfer from my bank ($3000+). They are not asking me to confirm them, no! they want me to provide them something that is impossible to do! Simply to not give me my money back! They successfully proceeded withdrawals before without requesting any additional papers. But now when i just want my money back they are looking for a reason to not pay them! I haven't even won (deposited $3000, played a lot, broke even and want to withdraw $3100).

Dear fatallity,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear fatallity

Can you please specify if the complaint is still actual, since according to our logs your account is verified and all the withdrawal requests have been approved.

Kind regards

Dear fatallity,

Have you received your withdrawal from the casino yet?

Dear fatallity,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.