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Njordz Rank 8
Rank 8

Hello! I faced a really upsetting withdrawal issue and live chat support coudn't help me.
The situation is that I can't withdraw my money to webmoney purse (it was reversed). I asked the support why they contacted the payment team and tell me that I should use my previouse deposit method. Hmm, what? Now details:

28/10/2017 I used my VISA to deposit 10 euro.
05/11/2017 I used my VISA to withdraw 26 euro.
20/11/2017 I used my VISA to withdraw 34 euro.

I have successfully covered my deposit, aren't me?

08/01/2018 I used my Webmoney purse to deposit 15 euro.
08/01/2018 I set to withdraw 435euro to my webmoney purse.

It was reversed and payment team tells me that I use my VISA first. Stop what? And why?? I know how it works on other sites.
I have successfyly covered my VISA deposit now have attached another payment system and can use it, isn't it? What is going on?

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Moderator
Moderator
Hi @Njordz!

After a meeting with the Security department it turns out that in order for us to allow withdrawals on Webmoney the online wallet has to be fully verified first.
We can help you with the verification, no problemo Smile check your private message inbox, I sent you a message with the document request.
Hope to hear from you soon
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14 REPLIES
desinere Rank 16
Rank 16

Did you deposit via web wallet after big win or before that? Just thinking if after it is clear why payment method is not excepted.

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Njordz Rank 8
Rank 8

I've been playing for two moths so of cause I won some money and then I deposited from new method. I understand that it could be for security reasons etc. but no one says me about any security reasons just telling me use one system instead another. -Why? -Because. It's a joke! I'm ready to verify all they need but need my money on webmoney purse asap.

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Community Manager
Community Manager

@Njordz The issue isn't that you haven't withdrawn the same amount of money as you also deposited with Visa, but instead that your winnings are won from the money you deposited through Visa and not the Webmoney deposit.
As long as the balance have been won through the money you deposited via Visa, we have to ask that you withdraw back to the same method so we act in accordance with the European anti money laundering rules - I'm sorry for any inconvenience caused, but it's important that we follow these rules as per our gaming license, I hope you understand.

/Jeppe

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Njordz Rank 8
Rank 8

And what if I have lost access to my card so I can't use it anymore? I can't understand whta to do in this situation... As far as I understand I should withdraw this 1.5k of winnings to that card (nobody cares that the deposit was only 10euro) before I could withdraw to webmoney. Is it right? But what to do if I can't do it anymore therefore I'm trying to use my Webmoney pursenow instead.

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Community Manager
Community Manager

@Njordz That is right, the winnings fromt the deposit needs to be withdrawn to the same card. Did you lose the card in question or is it hypothetical? If it's the case, then I'm fairly certain you'll need to send in proof from your bank that the card was yours and that it's now been closed and no longer in use.

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Njordz Rank 8
Rank 8

No, it wasjust hypothetically to uderstand how it works.
Is it possible to know exactly how much money should I withdraw to my VISA before I could do it to Webmoney?
Do I get it right that all my winnings starting from today will be available withdraw to webmoney because I deposited using webmoney yesterday? Is it right?

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desinere Rank 16
Rank 16
I really do not understand problem, why just cant be happy for winnings and withdrawal like you ask to do? As Jeppe earlier write there are rules with payments.
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Njordz Rank 8
Rank 8

There some additional stupid rules in my country I guess no one from EU could understand therefore it's so important for me. 

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Community Manager
Community Manager

@Njordz The number would be your current balance, minus the last deposit - I don't want to disclose the exact number here unless you tell me that you want me to.

The same amount as above would have to be withdrawn before being able to use Webmoney for a potential withdrawal, at least as long as the balance is available.

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