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requested w/10/29/2023 told on 11/1/2023 amount of $1405 the casino did not have my bitcoin address which was the only way I deposited the account to play the games of this casino. Told it would be 7-10 business days and today 11/15/2023 is the time for the deposit to my account. Gave all private documents and everything was approved. Since then my account has been escalated 4 times and then told it would be 24-48 hours this Casino is also affiliated with another Casino and I was told that the account since 10/23/2023 was escalated on 11/15/2023 for the amount of $1528 total of both casinos is $2,933.58 till this day AT 11:00 P.M. !! NO MONEY HAS BEEN DEPOSITED INTO MY ACCOUNT AS PROMISED AND I WAS TOLD TO CONTACT THE CASINO TOMORROW!!! 11/16/2023 SO THE ACCOUNT CAN BE ONCE AGAIN ESCALATED.

Dear Cij196207,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.

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

Best regards,

Kristina

I have not received nor have I been able to resolve this problem with any of the customer representatives. I am being told still that my account is being escalated and this is the 6th time so far I have been told this by CS. My emails are now coming back to me as not being supported and are the wrong addresses which I know is not so because I have earlier emails that went straight to the sender.

Thank you for your reply, Cij196207. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Cij196207,

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.