Account closed and withdrawal of 900e not processed
On 13/12/2022 I requested a withdrawal for 900€ to my Neteller account. The same day I received an email asking me to upload a selfie with my identity. Since I had already renewed the passport I had uploaded the day of registration I uploaded a selfie holding my new passport. On 19/12/2022 I received an email informing me that they had to close my account because I violated their rules and that this decision was not subject to appeal. The next day I received email informing me that my withdrawal was rejected.
I contacted support via live chat asking them to clarify the reason of my account closure but there was no further explanation from their side. On 01/02/2023 i requested via live chat the withdrawal of the remaining balance in my gaming account (around 2330€) to my Neteller account. They told me that the finance department would contact me by mail to confirm the details. The next days I was coming back to chat to complain that I hadn't received any email and they kept telling me that my withdrawal request was still pending. On 09/02/2023 I received an email informing me again about the account closure due to violations of their rules without further explanation and without mentioning my withdrawal request.
I request that casino reopens my account and at any case processes the withdrawal of my remaining balance without delay.
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