Withdrawal of 1866e repeatedly cancelled despite full KYC
I am submitting this complaint regarding a €1,866 withdrawal that has been cancelled twice despite my full compliance with all instructions provided by the casino.
I confirm that no bonus was used in relation to these funds. The balance consists solely of my own deposited funds and winnings, with no active or pending bonus conditions.
The first withdrawal was made using the only withdrawal method available in the system at that time, which was Apple Pay.
On 16 February, I was explicitly informed that my KYC verification had been successfully completed, my withdrawal had been approved, and that “the funds are on the way to you now.” I was advised to allow up to 5 business days for the funds to arrive.
After waiting 6 business days, I contacted the casino myself to inquire about the delay. On 25 February, and only following my inquiry, I was informed that the previously approved withdrawal had been cancelled due to “technical difficulties.”
After this first cancellation, a bank transfer withdrawal option became available in the system. I was instructed to submit a new withdrawal using this method, and I followed these instructions exactly.
I submitted the new withdrawal request via bank transfer as instructed. Six days later, on 3 March, I was informed that this second withdrawal attempt had also been rejected, again citing unspecified “technical difficulties.”
Only after this second failed attempt was I informed that the amount should be divided into multiple smaller transactions. This requirement had not been communicated at any earlier stage.
Throughout this entire process I have:
• Completed full KYC verification
• Used only the withdrawal methods provided and instructed by the casino
• Followed all instructions precisely and in good faith
The disputed amount (€1,866) is well below the casino’s stated €5,000 daily withdrawal limit.
I consider it unreasonable that:
• A withdrawal made using the only available method and explicitly approved was later cancelled.
• A second withdrawal, made exactly as instructed via bank transfer, was again rejected.
• The processing issues have not been clearly explained despite repeated inquiries.
I am not requesting compensation or additional payment. I am requesting the payment of my legitimate balance (€1,866) without additional fees and without further unjustified delay.
I remain willing to cooperate fully in order to resolve this matter promptly.
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