Repeated withdrawal issues and lack of support
I am writing to formally complain about the severe difficulties I am facing with withdrawing my winnings from this casino.
On January 13th, I requested a withdrawal of €1,000 from my total winnings of €6,000.
Initial Verification Issues: Immediately following the withdrawal request, I was asked to provide further identification, including a selfie. I promptly complied with this request and it it was subsequently verified.
Withdrawal Restrictions: I discovered that the only available withdrawal options are bank transfers or cryptocurrency. Despite depositing funds using a card, direct withdrawals to that card are not supported.
Ongoing Withdrawal Declines and Verification Requests:
1. I attempted a bank transfer to my Revolut account, which was subsequently canceled.
2. I was then instructed to upload a bank statement showing transactions from the card used for deposits. After uploading the statement and undergoing another verification process, I resubmitted the withdrawal request.
3. This request was also canceled, with the explanation that withdrawals to Revolut were not yet available. I was advised to email the casino for further assistance.
4. I emailed the casino but received no response.
5. I contacted live chat and was instructed to use my local bank IBAN instead.
6. I submitted another withdrawal request to my local IBAN, but it was also canceled.
7. I was then asked to upload proof of address and proof of ownership of the IBAN number to prevent further delays.
Uninformed Withdrawal Cancellation: I checked my account 24 hours later and discovered that my most recent withdrawal request had been canceled over 12 hours prior, with no prior notification via email.
Lack of Support: I contacted live chat again to express my frustration and inquire about the reason for the cancellation and the next steps. However, I was only informed that I would be receiving an email, which I never received.
This series of events has been incredibly frustrating and has severely impacted my trust in your platform. The constant delays, multiple verification requests, and lack of communication are unacceptable. I feel as though I am being taken for a ride.
I demand an immediate resolution to this issue. I request the successful processing of my withdrawal request and a clear explanation for the repeated cancellations and delays.
I expect a prompt and comprehensive response addressing my concerns and outlining the steps you will take to rectify this situation.
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