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Along with saying hello I will explain my problem, I came to this casino because it was sponsored by a streamer, zero problems depositing and playing the available slots. My surprise was when I wanted to withdraw my earned money today, 01/17/2022, first they do not have the same way of withdrawing as depositing, I understand this, the problem is that I made a deposit of $10,000 clp with astropay (I made the deposit before wanting to withdraw the money), to be able to register this payment method and thus make my withdrawal, to my surprise they only let you withdraw the money that you have deposited with that payment method, no more.

A casino is a world of bets, in which you can have losses as profits, how is it possible that they do not let you withdraw "winnings"? If I deposit $100,000 can I only withdraw $100,000 and the rest what? I will never be able to withdraw more than I deposited unless I have losses and deposit again and thus generate a higher limit than I can withdraw, I really find it an abuse in their terms and conditions, they literally will never lose with no client who plays on your page.

I hope you can help me and if nothing can be done, leave this as a review for future clients and they don't feel cheated, which is how I'm feeling right now.

Have a nice day

bye.

Junto con saludar les explicare mi problema, vine a este casino ya que lo patrocinaba un streamer, cero problemas al depositar y jugar los slots disponibles. Mi sorpresa fue cuando quise retirar hoy 17/01/2022 mi dinero ganado, primero no tienen la misma forma de retirar que la de depositar, esto lo entiendo, el problema es que hice un deposito de $10.000 clp con astropay( el deposito lo hice antes de querer sacar el dinero), para poder registrar este método de pago y así realizar mi retiro, para mi sorpresa solo te dejan sacar el dinero que has depositado con ese método de pago, no mas.

Un casino es un mundo de apuestas, en el cual puedes tener perdidas como ganancias, ¿Cómo es posible que no te dejen retirar "ganancias"? si deposito $100.000 solo podre retirar $100.000 y el resto que? Nunca podre retirar más de lo depositado a no ser que tenga perdidas y vuelva a depositar y así se genere un limite mas alto de lo que pueda, retirar, Lo encuentro realmente un abuso en sus términos y condiciones, ellos literalmente nunca van a perder con ningún cliente que juegue en su pagina.

Ojala puedan ayudarme y si no se puede hacer nada, que dejen esto como reseña para futuros clientes y no se sientan estafados que es como me estoy sintiendo yo ahora.

Que tengan un buen día

hasta luego.

Dear Anakharis,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Were your winnings accumulated with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Anakharis,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.