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On 11/02/2024, I deposited 33.7 USDT via the Tron network TRC20 to activate free spins. I fulfilled the wagering requirements and requested a withdrawal using the same method I used for the deposit. However, my withdrawal was declined. The reason given was technical difficulties, and I was told to choose an alternative withdrawal method. I faced further rejections, and this continued for a total of 7 consecutive times. I reached out to the Aurora casino support chat. The agent, Gennady, informed me that I needed to go through additional verification and send a selfie with my passport and a note. I complied with these requirements and informed Gennady that I successfully uploaded the necessary document photo. Gennady confirmed that I passed the verification and could proceed with withdrawing. Despite this, my withdrawal requests continued to be canceled. Later, Gennady suggested that I try withdrawing to a card. I attempted to withdraw to a card, but after an hour, the payment was declined again. Gennady advised me to keep trying, but all my attempts have been unsuccessful. I cannot withdraw my funds for an unclear reason. I kindly request your assistance in resolving this dispute.

Я внёс депозит 02.11.2024 в размере 33.7 usdt в сети Tron trc 20 для активации фриспинов. Я выполнил условия по вейджеру и запросил вывод на тот же метод с которого я внёс депозит. Но мне отклонили выплату. Причина отказа, технические проблемы и что я должен выбрать альтернативный. метод вывода. Потом ещё раз отклонили и так 7 раз подряд отклоняли выплату. Я обратился в чат поддержку казино aurora. Агент Геннадий сообщил мне ,что я должен пройти дополнительную верификацию и отправить селфи с паспортом и бумажкой с надписью. Я все выполнил и сообщил Геннадию, что я успешно загрузил необходимое фото с документом. Геннадий сообщил мне ,что я прошел верификацию и могу выводить. Но мне продолжили отменять выплату. Потом Геннадий попросил поставить вывод на карту. Я запросил вывод на карту ,но спустя час мне отклонили выплату. Геннадий говорит продолжать пробовать ,но мои попытки безуспешны. Мои деньги не могу вывести по непонятной причине. Прошу вас разобраться в этом споре.

Dear her20145,

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 clarify how many payment methods have you tried? Is there any other alternative payment method you could try?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hello. Yes, I have withdrawn funds to the same details many times before.

I tried 3 payment methods out of 6 available. To the card, to usdt trc 20 and usdt erc 20. There is another payment method Piastrix, but the problem is that from the Piastrix wallet there is a huge commission for withdrawal and an unfavorable rate. I made a deposit from a crypto method, so let them withdraw.

In addition to the chat support on the casino website, I also communicate with the official support in the Telegram bot.

Здравствуйте. Да я раньше выводил средства на те же самые реквизиты и много раз.

Я попробовал 3 метода оплаты из 6 имеющихся. На карту , на usdt trc 20 и usdt erc 20. Есть другой способ оплаты Piastrix, но проблема в том что с кошелька Piastrix огромная комиссия за вывод и не выгодный курс. Я вносил депозит с крипто метода, так пусть выведут.

По мимо чат поддержки на сайте казино я ещё общаюсь с официальной поддержкой в боте телеграмма.

Thank you for your reply, her20145. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? If possible, please post a screenshot of your withdrawal history here in this thread.

The last withdrawal to crypto currency was completed successfully on 03.10.2024. About 2 hours.

Последний вывод на крипто валюту был выполнен успешно 03.10.2024 . Около 2 часов.

Thank you very much, her20145, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, her20145!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, her20145!!

Thank you for the information provided. We will check it and get back to you with an answer.

Respectfully, Aurora Team.

Hello, her20145!

Thank you for waiting.

We have checked your account information.

There were indeed problems with the withdrawal, but at the moment you do not have enough funds on your balance for withdrawals.

Sincerely, Aurora Casino

Of course I lost, you refused to withdraw and did not explain the reason. For two days. Did not try to help in any way. I wrote a complaint when the money was still on the balance. You behaved like scammers. You should be fairly punished. I understand that you will not be able to compensate me for anything. I will never play with you again, because I am afraid that you will not pay me money again and I will lose in the end.

Конечно я проиграл , вы мне отказывались выводить и не объяснили причину. На протяжении двух дней. Не пытались ничем помочь. Я написал жалобу когда деньги деньги ещё были на балансе. Вы повели себя как мошенники. Вы должны понести честное наказание. Я понимаю, что компенсировать вы мне сможете ничего. Я никогда больше не буду играть у вас, потому что я боюсь, что вы мне снова не выплатите деньги и я проиграю в итоге.

her20145, I am sad to hear that you have played your funds. Therefore, I must reject your complaint. However, if you will have other problems with casinos in the future, do not hesitate to contact us once more!