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I made a deposit of €20 using cryptocurrency and, after playing slots, managed to win €600. I tried to withdraw my funds, but my requests were cancelled several times without explanation.

I contacted technical support and they told me I needed to complete the verification process. I sent all the necessary documents, which were under review for approximately 50-55 hours. After following up with support, they finally approved my verification, confirming that everything was in order, but told me I would have to wait a little longer for the withdrawal.

After another 50 hours of waiting with the withdrawal pending, I tried to access my account and discovered it had been blocked. When I inquired about the reason, support simply quoted clause 2.9 of their terms: "Notwithstanding any term of this Agreement, we reserve the right to block and terminate your Account at any time, at our sole discretion, without providing cause or explanation."

I believe this action is unfair and abusive, as I have not violated any rules and only wish to withdraw my legitimate winnings. Support has stopped responding to my messages. I request your assistance in getting the casino to release my funds (€630).

Hice un depósito de 20 EUR a través de criptomonedas y, tras jugar en las tragamonedas, logré obtener una ganancia de 600 EUR. Intenté retirar mis fondos, pero mis solicitudes fueron canceladas varias veces sin explicación.

Me puse en contacto con el soporte técnico y me indicaron que debía completar el proceso de verificación. Envié todos los documentos necesarios, los cuales estuvieron en revisión durante aproximadamente 50-55 horas. Tras volver a insistir al soporte, finalmente aprobaron mi verificación, confirmando que todo estaba en orden, pero me dijeron que debía seguir esperando para el retiro.

Después de otras 50 horas de espera con el retiro pendiente, intenté acceder a mi cuenta y descubrí que había sido bloqueada. Al preguntar por el motivo, el soporte se limitó a citar la cláusula 2.9 de sus términos: "Sin perjuicio de cualquier término de este Acuerdo, nos reservamos el derecho de bloquear y cancelar su Cuenta en cualquier momento, a nuestra entera discreción, sin proporcionar causa ni explicación".

Considero que esta acción es injusta y abusiva, ya que no he violado ninguna regla y solo deseo retirar mis ganancias legítimas. El soporte ha dejado de responder a mis mensajes. Solicito su ayuda para que el casino libere mis fondos (630 EUR).

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you accumulate your winnings with or without a bonus?
• Am I correct in understanding that all the documents that you sent to the casino for verification were approved before your account was blocked?
• Which slot games did you play?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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

Best regards

Veronika