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I have made several deposits using a Visa card. I am trying to withdraw funds using the same method, Visa, but after 3 days, it gets rejected.

I contacted the agents via chat, and they told me that "it's a problem with the bank or the card", although I have never had this issue with other casinos. I asked for the error message so I could speak with the bank, but they simply say that "it's a problem with the provider".

He realizado varios depósitos mediante tarjeta Visa, estoy intentando retirar fondos mediante el mismo método, Visa, pero tras 3 días se rechaza.

He contactado por chat con los agentes y me indican que "es problema del banco o tarjeta" cuando en otros casinos nunca he tenido problema. Les solicité el mensaje de error para poder hablar con el banco pero se limitan a decir que "es problema del proveedor"

Dear Leinade3,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings? 
• Was your account verified successfully in the past?

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

Best regards,

Tomas

Good Tomas, thanks for the response.

Last night I contacted again and another agent kindly suggested that I make the withdrawal by bank transfer and I did so (pending processing)

However, in the cancellation emails received it indicates the following:

When making a new withdrawal request to avoid future inconveniences, please follow the instructions below:

- Always use the same payment method used for depositing when withdrawing;

- Ensure there are no pending verification checks on your gaming account;

- For the best experience with our platform, we recommend using the Google Chrome browser;

For this reason, I am not sure that the transfer will work.

Regarding account verification; I have never needed it nor have they asked me for verification documents and my account shows the following: "At the moment verification is not required"

Buenas Tomas, gracias por la respuesta.

Ayer por la noche he vuelto a contactar y otro agente amablemente me ha sugerido realizar el retiro mediante transferencia bancaria y así lo he hecho (pendiente de procesar)

Sin embargo, en los correos recibidos de cancelación indica lo siguiente:

When making a new withdrawal request to avoid future inconveniences, please follow the instructions below:

- Always use the same paymethod used for depositing when withdrawing;

- Ensure there are no pending verification checks on your gaming account;

- For the best experience with our platform, we recommend using the Google Chrome browser;

por este motivo, no esto seguro que la transferencia funcione.

Respecto a la verificación de la cuenta; nunca lo he necesitado ni me han pedido documentos de verificación y en mi cuenta muestra lo siguiente: "Por el momento no requiere verificación"

Please let me know how your withdrawal request via Bank transfer proceeds. If it gets rejected, we'll intervene.

Dear Leinade3,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.