Enzo Casino - 選手の退場が遅れました。

My winnings were correctly approved on 16/09/23, with a confirmation email sent to me.

Email.

5 days later, I contact support. They tell me and write me an email stating that I will receive the winnings within another 5 business days.

More than 2 weeks have passed.

The payment hasn't arrived,

the site is no longer available online,

and emails to customer care and support are bounced back. Essentially, it appears completely closed.

What should I do in these cases?

Vincita approvata correttamente in data 16/09/23 con e-mail di conferma

e mail.

5 giorni dopo contatto il supporto, dicono e mi scrivono una email dove riceverò la vincita entro altri 5 giorni lavorativi.

sono passate più di 2 settimane.

pagamento non arrivato,

sito non più disponibile online

email customer care e supporto, vengono stornate. Insomma appare completamente chiuso.

cosa fare in questi casi?

Dear AleSbt, 

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?

Could you please confirm that you have passed the KYC verification?

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

I have checked the casino website. It seems that it is now undergoing maintenance. When did you notice for the first time that the website was not working?

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, 

Veronika

Dear AleSbt,

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.