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Hello,

I’m experiencing serious issues with this casino concerning the withdrawal of my winnings.

From what I see in other complaints, this seems to be a recurring issue.

I made my deposits using a bank card, but now I can’t withdraw to the card because, according to them, they are having issues (I've seen other complaints from weeks ago about the same problem). They don't allow bank transfers either because, according to them, they’re also having problems with that. The only option they're giving me is to deposit more money using an e-wallet so I can then withdraw to that e-wallet. In addition to depositing more, they're asking me to wager the value of all my deposits.

This is fraudulent. They don’t want to pay me and are asking me to deposit more and play more.

I have completed the verification process and haven't used any bonuses.

I want to withdraw my money without having to deposit anything else.

Hola

Estoy teniendo serios problemas con este casino para retirar mis ganancias.

Una práctica que veo según otras quejas que se está repitiendo.

Hice mis depósitos con tarjeta bancaria y ahora no me deja retirar a tarjeta porque según ellos tienen problemas ( veo otras quejas de hace semanas con lo mismo). Con transferencia bancaria tampoco permiten porque , según dicen, tienen problemas también. La única alternativa que me dan es ingresar más dinero con una e wallet para poder retirar a esa e wallet, además de depositar más, me pide. Que tengo que apostar por el valor de todos mis depósitos.

Esto es fraudulento, no me quieren pagar y me piden que deposite más y juegue más.

Tengo echa la verificación y no he jugado con ningún bono.

Quiero retirar mi dinero, sin tener que ingresar nada más.

Dear Elturko22,

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.

If you are struggling to withdraw due to obstacles in using previously available methods, using a new payment method might help.

I want to encourage you to make a minimum qualifying deposit and inquire via live chat whether wagering of this sum is necessary before requesting a withdrawal.

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,

Tomas

Hello, thanks for your help.

I spoke through the chat and they told me that I could make a minimum deposit with another method, bet it and make the withdrawal. By email they told me that the credit card withdrawal could now be made, I did it and the next day they canceled it again saying that there is an issue with card withdrawals.

I have now tried to deposit with binance pay (I have opened a binance account just for this) and I am talking to them by email trying to get them to validate this method to withdraw, for now, without success.

Hola, gracias por vuestra ayuda.

He hablado por el chat y me han dicho que podía hacer un depósito mínimo con otro método, apostarlo y hacer la retirada. Por correo me dijeron que la retirada con tarjeta de crédito ya podía realizarla, la realice y al día siguiente me la volvieron a cancelar otra a vez diciendo que hay una incidencia con las retiradas a tarjeta.

He probado ahora a depositar con binance pay ( me he abierto cuenta en binance solo para esto) y estoy hablando con ellos por correo intentando que me validen este método para retirar, por ahora, sin éxito.

If your issue persists, please forward your recent relevant interaction with the casino to my email at tomas@casino.guru.

Alternatively, you can post screenshots here.

Dear Elturko22,

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.