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Good afternoon WitekGPlay,

Thank you for taking the time to share your feedback.

It is possible that the document you attempted to upload exceeded the maximum allowed file size. Please note that the size limit for uploaded documents is 5 MB. We can see that, with the assistance of our support team, your document was successfully added to your profile and your account has now been verified.

Please also note that the time required to complete the standard account verification process is not included in the withdrawal processing timeframe.

Withdrawals on our website are processed without any commission, except in cases where a withdrawal request is submitted before the deposited funds have been wagered. To meet this requirement, the total amount of bets placed must be at least twice the amount of the deposit.

Finally, the payment details in a withdrawal request are entered by the user. If the submitted information does not pass the payment system's validation, the withdrawal request may be declined.

We appreciate your understanding and wish you all the best.

Good afternoon Jordan1994977,

We are sorry to hear that your experience with our casino did not meet your expectations.

We would like to clarify a few points regarding our loyalty program. Loyalty points are awarded for all qualifying bets, regardless of whether they are winning or losing bets. Progressing through the loyalty levels is straightforward, and each new level rewards players with a separate no-deposit bonus. In addition, every new loyalty status unlocks further benefits, including increased cashback, enhanced weekly bonuses, a more favorable point conversion rate, and an additional bonus reward.

Regarding withdrawals, all payouts are processed within the timeframes specified in our Terms and Conditions. At the same time, we always aim to process withdrawals as quickly as possible. As your account has already been successfully verified, future withdrawals can be processed as quickly as possible, provided that you continue using the same verified payment methods for your transactions.

Our support team is always committed to assisting players to the fullest extent of their responsibilities. If a matter requires further investigation, it is escalated to the appropriate department. We have not found any outstanding requests related to your account, which indicates that the issues you previously reported have already been resolved.

Finally, please note that the RTP (Return to Player) of each game is determined by the game provider and is displayed in the information section of every slot. We do not have the ability to influence the outcome of game rounds or the RTP values.

Thank you for sharing your feedback. We hope to welcome you back to our casino in the future and wish you all the best.

Good afternoon,

We are sorry to hear that your experience with our casino did not meet your expectations.

Regarding the payment that did not reach your account, an investigation was initiated following your request. The investigation showed that the transaction was unsuccessful. Most likely, the funds were temporarily reserved by the payment system and should have been returned to your account. If you have not yet received them, we kindly recommend contacting your bank for further clarification.

Our support team always provides the information available at the time of the inquiry. If any explanation caused confusion, we sincerely apologize for the misunderstanding.

As for the bonus, its terms are stated in the bonus description. If any part of the description does not accurately reflect how the bonus is applied in practice, we will make sure it is reviewed and corrected.

Finally, please note that all game outcomes are determined entirely by chance. The RTP of each slot is set by the game provider and is displayed in the game's information. We have no ability to influence the results of game rounds.

Thank you for your feedback. We wish you all the best and hope to welcome you back to our casino in the future.

Good afternoon armagedons,

We’re sorry to hear that your experience while playing at our club caused negative emotions. At the same time, we’d like to note that the verification procedure is standard, and most players complete it quickly and without any difficulties.

Unfortunately, we were unable to find any accounts in our system associated with the email address you mentioned.

Could you please let us know which login you use to access your account, so we can check the details related to your verification status?

Thank you in advance.

Good afternoon vladimirlazic3089,

We’re sorry to hear that your experience with the game didn’t bring you the positive emotions you were hoping for. However, we’d like to note that in the event of a technical issue, the game session is automatically restored.

In this particular case, the 100 free spins you mentioned in the game Joker Stoker were completed in full, and your winnings from those spins amounted to €9.

We hope that in your future gaming experience, you won’t encounter any similar issues.

We’ll be happy to see you back at our casino again!

Good afternoon popo123,

We’re truly sorry to hear that your experience on our website didn’t bring you the emotions or results you were hoping for.

We’d like to note that the game’s return rate (RTP) is set by the provider, and you can find the exact percentage in the information section within the game itself.

Account verification is carried out to ensure that you are the legitimate owner of both the account and the payment details, and that the casino’s rules are being followed. For this reason, a specific list of documents may be requested. This is a standard procedure, and most users complete it without any issues.

If you’d like to set self-exclusion limits, our support team will gladly assist you — you can choose the option that best suits your needs.

We wish you the best of luck and hope to see you with us again soon!

Good afternoon, katharinablank345

We’re glad to hear that you enjoyed the selection of games and bonuses on our website.

Regarding the withdrawal — unfortunately, due to technical issues on the payment provider's side, the funds were returned to your account on the evening of June 18.

We sincerely apologize for the inconvenience caused.