Casino Epic SE - Spilleren står over for udbetalingsgrænser.

Hello. I have an account at Epic Casino. I've won 270,000 on their site playing Black Jack. My account has been fully verified. Now, when it comes to withdrawals, they impose a daily limit of 20,000 and 50,000 per week. Unless one reaches the VIP level, and that can only be attained through deposits. Isn't there anything I can do to withdraw my money? It feels entirely backward to want to play there under these circumstances.

Best regards, Viktor

Hallå . Jag har konto på casino epic . Jag har vunnit 270000 på deras sida på black Jack . Har fått min konto fullt verifierat . Nu till uttag , då har dom en dagsgräns på 20000 om dagen och 50000 i veckan . Om man inte kommer upp i VIP nivå och det kommer man bara igenom insättningar . Finns de inget jag kan göra för att få ut pengarna ? Känns helt efterblivet att vilja spela där när de är på det sättet .

mvh Viktor

Dear Hubbare1,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. I have checked the terms and conditions, and this is what I found ( here ):

Socket

We reserve the right to charge withdrawal fees.

We may assign minimum and maximum withdrawal limits, as specified on the website.

You must make at least one deposit before you can request a withdrawal.

...

You can withdraw a maximum of SEK 50,000 per 7 days.

You can withdraw a maximum of SEK 20,000 per 24 hours.

We reserve the right to perform security checks for all requested withdrawals and will always perform identity verification for total or cumulative withdrawals that exceed SEK 20,000.

We also reserve the right to perform security checks for payments that are less than SEK 20,000."

Please understand, that we cannot penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions.

• Could you please advise if you received any winnings already?

Thank you in advance for your reply.

Best regards,

Petronela

Dear Hubbare1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

Uttag

Vi förbehåller oss rätten att ta ut avgifter för uttag.

Vi kan tilldela minimi- och maximala uttagsgränser, enligt vad som anges på hemsidan.

Du måste gjort minst en insättning innan du kan begära ett uttag.

...

Du kan ta ut maximalt 50000 kronor per 7 dagar.

Du kan ta ut maximalt 20000 kronor per 24 timmar.

Vi förbehåller oss rätten att utföra säkerhetskontroller för alla begärda uttag och kommer alltid utföra identitetsverifiering för totala eller kumulativa uttag som överstiger 20000 kronor.

Vi förbehåller oss även rätten att utföra säkerhetskontroller för utbetalningar som är mindre än 20000 kronor."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions.

• Could you please advise if you received any winnings already?

Thank you in advance for your reply.

Best regards,

Petronela

I have received the daily withdrawal of 20000. So it seems they cannot withdraw more than that? In addition, I have deposited a sum of money. Before I won but can't withdraw more than 20000 regardless

Jag har fått de dagliga uttaget på 20000. Så de verkar inte kunna gå att ta ut mer en de? Dessutom har jag satt in en summa pengar . Innan jag vann men kan oavsett inte ta ut mer en 20000

Then how can you have a deposit limit of 100,000 but a withdrawal of 20,000

Sen hur kan man ha insättningsgräns på 100000 men uttag på 20000

I'm sorry but if you received winnings according to the withdrawal limit cited in the terms and conditions, there is not much we can help you with.

• Could you please advise when you received your last withdrawal of SEK 20,000?

Dear Hubbare1,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.