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My withdrawal for the specified amount was denied. I received an email claiming that there were issues with the bank and I was instructed not to take any action. However, my money was made available to gamble again. When I submitted my withdrawal request again, they charged me a percentage, approximately 8500 CLP. I have previously initiated withdrawals without any problem.

Me rechazaron un retiro por el monto indicado. Me enviaron un correo diciendo que tuvieron problemas con el banco, que yo no haga nada, pero mi dinero volvió a estar disponible para jugar. Realicé nuevamente la solicitud pero ahora me cobran un porcentaje, $8500 CLP aprox. Ya he realizado retiros antes.

Dear Noffnoffero,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Casino JEFE. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what was the issue with your bank account?

Have you used the money requested for withdrawal for gambling or you did not take any action with it?

Have you been in contact with customer support regarding the charge on your new withdrawal request?

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

Best regards

Veronika

Dear Noffnoffero,

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.

Hello,

I have been in contact with them, but only because I have insisted. They tell me that their provider had problems with my bank that they are solving, but nothing happens, the money is still there.

I don't see any real concern, what does it cost to insist with a money transfer?

This all smells very bad.

Hola,

He estado en contacto con ellos, pero solamente por que yo he insistido. Me dicen que su proveedor tuvo problemas con mi banco que estan solucionandolo, pero no pasa nada el dinero sigue ahí retenido.

No veo real preocupación, que cuesta insistir con una transferencia de dinero?

Todo esto huele muy mal.

Please send me all the relevant communication between you and the casino regarding this issue. My email address is veronika.l@casino.guru. Thank you.

Dear Noffnoffero,

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.

I just sent you the last email sent to me from the boss casino.

I swear I feel very bad about all this, it's really uncomfortable, you're happy to win and then they have you waiting for more than two weeks with something that you feel belongs to you.

I hope your help.

Thank you so much.

Acabo de enviarle el ultimo correo que me enviaron desde casino jefe.

Le juro que me siento muy mal con todo esto, es realmente incómodo, uno se alegra por ganar y luego te tienen esperando ya mas de dos semanas con algo que sientes que te corresponde.

Espero su ayuda.

Muchas gracias.

Thank you for your email. Do I understand correctly that the casino sent the withdrawal to an incorrect account due to a mistake in the account number?

No, the company D24 started saying that both of my bank accounts were rejecting money. Finally the casino paid me the money, after many days, but through another means of Astropay.

No, la empresa D24 comenzo a decir que mis dos cuentas se bancos rechazaban dinero. Finalmente el casino me pagó el dinero, despues de muchos días, pero por otro medio de Astropay.

Thank you for the clarification. Do I understand correctly that you received your winnings? Is there anything else I can help you with or can we close the complaint?

Dear Noffnoffero,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.