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I have always deposited safely with Mastercard and now with a balance of 1187€ I cannot withdraw and I have been refused the withdrawal.

ho Sempre depositato tranquillamente con Mastercard e ora con un saldo di 1187€ non riesco a prelevare e mi è stata rifiutato il prelievo.

Dear andreamarco96,

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. Do I understand correctly that you are not able to withdraw your winnings via Mastercard? Have you tried using any alternative withdrawal methods?

Have you made any successful withdrawals before?

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

Hello kristina, they refused me the withdrawal via Mastercard. It's the first withdrawal I've tried to make.

I tried again with another method, namely with a Bitcoin wallet and waiting for the response from the finance department.

Buongiorno kristina, mi hanno rifiutato il prelievo tramite Mastercard. È il primo prelievo che provo a fare.

Ho provato di nuovo con un altro metodo, vale a dire con un portafoglio Bitcoin e aspetto la risposta da parte del dipartimento finanziario.

Thank you very much for your reply, andreamarco96. Please, keep us updated about the new withdrawal via Bitcoin.

In the meantime, could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

good morning Kristina, the withdrawal was made via bitcoin and the money arrived in my wallet. Thanks anyway for your answers!

buongiorno Kristina, il prelievo è stato effettuato tramite bitcoin e i soldi sono arrivati sul mio portafoglio. Grazie comunque per le vostre risposte !

Dear andreamarco96,

I'm glad to hear that you have received your winnings. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru