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Dear Danilo,

Thank you very much for submitting your complaint and forwarding the relevant screenshots I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus?

Were you advised specifically which rule has been broken and why your winnings have been cancelled?

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

I have mainly played at live casino, specifically live roulette, for any useful document or proof, do not hesitate to ask.

Furthermore, I have never activated any kind of bonus. Many thanks in advance.

Ho giocato principalmente al live casinò, nello specifico le roulette live, per qualsiasi documento o prova utile, non esitate a chiedere.

Inoltre non ho mai attivato nessun tipo di bonus. Grazie mille in anticipo.

Thank you very much, Danilo, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Danilo,

I looked at your complaint and will do my best to help you. I would like to invite 18bet Casino into this conversation. Casino, can you please specify why did you block the player’s account and what's the problem with his withdrawal?

We would like to ask the 18bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

If he doesn't answer, what can I do? It seems absurd to me for any player to spend their money in casinos like these. It is not correct, all the more so, having observed such mistakes, how is it possible that no one is able to take measures? HELP.

Se non dovesse rispondere, cosa potrei fare? Mi sembra assurdo che un qualsiasi giocatore, spenda i propri soldi in casinò come questi. Non è corretto, a maggior ragione, costatati tali disguidi, com’è possibile che nessuna riesca a prendere provvedimenti? AIUTO.

Dear Danilo,

this Casino is licensed by Malta gaming authority and if they'll not respond you can raise a complaint by them here: https://www.mga.org.mt/support/online-gaming-support/

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.