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Dear Atilato,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested withdrawals?
• Have you made any successful withdrawals before?
• Could you please confirm which KYC documents you have already submitted and when?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Dear Atilato,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Atilato

As per log, the transactions were declined due to document request.

As per the moment being - your account is verified.

Regards

Honestly, I sent in all the documents, and for some reason, they weren't accepted as correct. And now all of a sudden they're correct??? I sent them at least three times, and each time they were rejected as incomplete. Now, all of a sudden, after I indicated I was complaining, the documents are fine??? Right then, when I played everything down to zero euros, when they wouldn't pay anything back, the documents were fine. But when I had enough winnings, the documents weren't fine. That's really strange to me.

Also ganz erlich ich habe alle Dokumente abgeschickt und die wurden komischer Weise nicht korrekt. Und jetzt auf einmal sind die korrekt???mindestens habe ich alle Dokumente 3 mal abgeschickt immer wieder kam nicht vollständig. Jetzt auf einmal wo ich angegeben habe das ich mich Beschwerden tut sind die Dokumente in Ordnung??? Genau dan. Wo ich alles gespielt habe auf Null Euro, wo die nicht mehr zurück zahlen . Sind die Dokumente in Ordnung. Aber wo ich genug an Gewinn hatte waren die Dokumente nicht in Ordnung. Das ist für mich echt komisch.

Thank you both for your replies.

Atilato, to help us better understand the situation, I would like to ask you a few additional questions:

• Are you able to log into your account?
• Could you please confirm your current balance in your casino account?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used for deposits?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Have you received any specific reasons for the rejection of your payout requests?

Thank you again for your cooperation.

Dear Atilato,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.