Gioco Digitale Casino - Il giocatore ritiene che il prelievo richiesto sia in ritardo.

After making a payment with a credit card and paypal that I don't own (I was with a friend and we used his card and his Paypal), I won 17,700 euros playing a Gioco Digitale slot. After several days of discussion in chat, the customer service made me remove the payment methods that were not mine and made me add (through a new payment) a credit card in my name to be able to make withdrawals.

Since then I have only been able to withdraw 100 EURO out of the 17,700 of my winnings because every time I try a larger amount, the withdrawal is refused without any reason or communication from the casino. From there I open a report in the chat, every day, where I am told that I will be contacted within 24-48 hours but this NEVER happens.

After ten days with my winnings blocked on the site without the possibility of withdrawal, today I receive an email from customer service that reads as follows:

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Hello XXXXX,

thanks for contacting us.

We inform you that, following a new regulation concerning the Italian legislation on remote gaming, from now on it will be possible to withdraw only on the payment methods through which the deposit was previously made.

Requested withdrawals will be automatically processed via the deposit methods used, for an amount equal to the amount of the deposit. Once this amount is exceeded, you can choose the desired withdrawal method.

Therefore you have to withdraw 270.00 euros with PayPal and 78.00 euros with the XXXX final card.

________________________________________________________________________________________

the problem is that the methods they indicated are the same methods that they themselves made me remove because they are not owned by me. I clearly reported the matter to customer service and the whole ballet of non-existent assistance is repeated, postponing it every day for 24-48 hours and then starting all over again, hoping that I will replay my winnings.

Dopo aver effettuato un versamento con carta di credito e paypal non di mia proprietà (ero con un amico e abbiamo usato sua carta e suo Paypal), ho vinto 17.700 euro giocando ad una slot di Gioco Digitale. Dopo svariati giorni di discussione in chat, il servizio clienti mi ha fatto rimuovere i metodi di pagamento non miei e mi ha fatto aggiungere (tramite un nuovo versamento) una carta di credito a me intestata per poter effettuare i prelievi.

Da allora ho potuto prelevre solo 100 EURO dei 17.700 della mia vincita perchè, ogni volta che provo un importo maggiore, il prelievo viene rifiutato senza alcuna ragione o comunicazione da parte del casinò. Da lì apro una segnalazione in chat, quotidianamente, dove mi viene detto che verrò ricontattato entro 24-48 ore ma questo non succede MAI.

Dopo dieci giorni con la mia vincita bloccata sul sito senza possibilità di prelievo oggi mi arriva una mail da parte del servizio clienti che recita questo:

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Ciao XXXXX,

grazie per averci contattato.

Ti informiamo che, in seguito a una nuova normativa riguardante la legislazione italiana sul gioco a distanza, d'ora in avanti sarà possibile prelevare solo sui metodi di pagamento tramite i quali è stato effettuato il deposito in precedenza. 

I prelievi richiesti saranno automaticamente processati tramite i metodi di deposito utilizzati, per una cifra pari all'importo del deposito stesso. Una volta oltrepassata questa cifra, si potrà scegliere il metodo di prelievo desiderato. 

Pertanto devi prelevare 270,00 euro con PayPal e 78,00 euro con la carta finale XXXX.

________________________________________________________________________________________

il problema è che i metodi da loro indicati sono gli stessi metodi che loro stessi mi hanno fatto rimuovere in quanto non a me intestati. Ho chiaramente segnalato la cosa al servizio clienti e si ripete tutto il balletto dell'assistenza inesistente che ogni giorno rimanda di 24-48 ore per poi ricominciare dall'inizio, sperando che io mi rigiochi la vincita effettuata.

Dear mrbelletz,

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 mrbelletz,

Have you received your withdrawal from the casino yet?

yes, after several weeks of chats, requests and a mountain of deliberately wrong and rude information from everyone on the digital gaming team, I was able to collect my winnings.

sì, dopo svariate settimane di chat, richieste e una montagna di informazioni volutamente sbagliate e scortesi da parte di tutti quelli del team di gioco digitale, sono riuscito a ritirare la vincita.

Dear mrbelletz,

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