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I played with a no deposit bonus and have a withdrawable balance. I made the verification deposit so I would be able to withdraw. I'm still not able to withdraw what I won or is the deposit isn't in my account. I emailed casino support and haven't got a response from anyone.

Dear waynehead1968,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you made your verification deposit? Do I understand correctly that the deposited amount has not yet been credited to your account? Have you made sure to deposit the minimum required amount? What payment method did you use to make the deposit?

Could you please confirm whether you passed the full KYC verification?

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

I made the verification deposit after I finished the wagering requirements. I made the deposit with Litecoin and it was above the $10 minimum amount.

Chat support said that I wouldn't need to do the kyc process once I made the verification deposit. The deposit amount isn't in my account, and I still have to do the kyc verification too.

Did you deposit $10 via Coinbase? If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Dear waynehead1968,

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.