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On December 24th I requested a withdrawal for a win of 500 euros and I was denied saying that the method of the request was wrong so I resubmitted the request as I have two Postepays I have two because one expires in February and I don't renew it then I use one for salary the other to shop online and I prefer to keep things separate and nothing I requested again on the other card but two days have passed and I haven't even gotten a response to the chat which is closed sent email to email but nothing they don't reply I get mail with written your ticket has been opened but no response now I tried again to cancel deposit and make another one of 450 euros but they have all disappeared I don't know what to do anymore I deposited the money and therefore I want the ones I won

Il 24 dicembre ho chiesto un prelievo per una vincita di 500 euro e mi è stata negata dicendo che il modo della richiesta è sbagliato allora ho rifatto richiesta avendo io due Postepay ne ho due perché una scade a febbraio e non la rinnovo poi ne uso una per stipendio l'altra per fare acquisti online e preferisco tenere le cose divise e niente ho rifatto richiesta sull'altra carta ma sono passati due giorni e non ho ottenuto risposta nemmeno alla chat che risulta chiusa mandato mail su mail ma niente non rispondono mi arriva mail con scritto il tuo ticket è stato aperto ma nessuna risposta adesso ho riprovato a cancellare deposito e farne un altro di 450 euro ma sono spariti tutti non so più cosa fare i soldi io li ho depositati e quindi voglio quelli che ho vinto

Dear Alessia76,

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

It's not the processing that's wrong they continue to refuse the withdrawal saying it's not the correct way but when I ask which one is the right one they don't answer anymore I repeat chat closed mail above mail nor will I have sent 100 but nothing they put my money back in the game the account it is verified but nothing they refuse the withdrawal

Non è l'elaborazione che non va continuano a rifiutare il prelievo dicendo che non è il modo corretto ma quando chiedo quale sia quello giusto non rispondono più ripeto chat chiusa mail sopra mail né avrò mandate 100 ma niente mi rimettono i soldi nel gioco il conto è verificato ma niente rifiutano il prelievo

Do you have any news? I keep writing but no response

Avete novità? Io continuo a scrivere ma nessuna risposta

Hi I wanted to inform you that they have reopened the chat and they explained to me that even if I made a deposit with Postepay I have to request the withdrawal by bank transfer now I have done it but I still don't know if it will be accepted and if the money arrives I will keep you updated thanks

Salve volevo avvisare che hanno riaperto la chat e mi hanno spiegato che anche se ho fatto deposito con Postepay devo chiedere il prelievo tramite bonifico ora io l'ho fatto ma non so ancora se verrà accettato e se arriveranno i soldi vi tengo aggiornati grazie

Thank you very much for your reply, Alessia76. I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment, or if there is anything new.

Hi I wanted to tell you what happened so far Saturday 12/31/22 once again I received a withdrawal refusal but 60 euros disappeared from my account I wrote again in chat and was told that this will be the first transfer that it will arrive as a refund of the money played and I had actually deposited a total of 60 euros in theory on Thursday they arrive and they told me to redo the withdrawal request now the request is still being processed tomorrow the 72 hours expire even if it should only be 24 hours but it goes well let's put the holidays there is therefore always in theory Monday or Tuesday the others should arrive but until I see them let's try to wait until Monday after which I repeat I will go to the postal police to file a complaint I have all the screenshots of the messages deposits withdrawal request etc

Salve volevo dirvi cos'è successo fino ad ora sabato 31/12/22 ancora una volta ho ricevuto un rifiuto del prelievo ma sono spariti dal mio conto 60 euro ho di nuovo scritto in chat ei è stato detto che quello sarà il primo bonifico che arriverà come rimborso dei soldi giocati e effettivamente avevo depositato un totale di 60 euro in teoria giovedì arrivano e mi hanno detto di rifare la richiesta di prelievo ora la richiesta è ancora in elaborazione domani scadono le 72 ore anche se dovrebbero essere solo 24 ore ma va bene mettiamo le feste ci sta quindi sempre in teoria lunedì o martedì dovrebbero arrivare gli altri ma finché non li vedo proviamo ad aspettare fino a lunedì dopo di che ripeto andrò alla polizia postale a fare denuncia ho tutti gli screenshot dei messaggi depositi richiesta di prelievo ecc

Here I am again accepting the withdrawal and after 15 minutes the money arrived thank you very much for everything

Eccomi di nuovo accettato i prelievo e dopo 15 minuti arrivati i soldi grazie infinite di tutto

Dear Alessia76,

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