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I completed all verification requirements which were approved. I have made many withdrawal requests for wins - the first goes back to 19 June 2021. I have received many emails confirming winning approvals from the casinos and had many, many chats about the delays in paying me the winnings. Everyone has been giving me reasons and making promises - and the excuses for not paying just goes on and on - even from the complaints section. To date, now, I have never received a single cent of any of my winnings from this casino. It is about one month passed since my very first win.

Dear Rodney,

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

Do I understand correctly that it is a first attempt to withdraw winnings from this casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Could you please advise when you received the email confirming that your withdrawal has been processed? Thank you very much.

Hi, thanks for your email. The email I copied in to you came to me on 20 June 2021. That was for the processing and approval of my very first withdrawal winning which I have still not received.

My next winning withdrawal confirmation email approval (similar to the first) was received on 22 June 2021.

Please note that I had made a few further withdrawal winnings - and received similar emails for each of them.

I have still not received any of my winnings - despite all the approval emails.

Thanks

Rodney

Thank you very much, Rodney, for your reply. I need to inform you that casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint against Malta-licensed Online Casinos through the following link https://www.mga.org.mt/support/online-gaming-support/.

However, I would like to set the timer for additional 7 days and give the casino some extra time to complete the withdrawals.

Please let me know if you agree or you'd like to proceed with filing an official complaint through the Licensing Authority straightaway.

Thank you in advance for your reply and understanding.

Hi, please allow a further 7 days.

I did contact the Malta authorities - who passed me over to eCogra. They raised a dispute. That was about 2-3 weeks ago. I have seldom received a response from them which actually addresses my issue directly. In fact they have only responded about 2-3 times - and without any indication about whether any deliberate actions have been taken. I have absolutely no idea about what they have done. Possibly they are doing something.

Thanks for your help.

Thank you very much, Rodney, for the update. I will set the timer for additional 7 days and check back with you next week. Hopefully, you'll have some good news to share by then.

Hello Rodney,

Have there been any developments since our last conversation?

Dear Rodney,

Have you received any update? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.