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Hello, on the 30th I requested the withdrawal of $ 72,000, my KYC was ok, the operation said "in process", today it appears "rejected" the guy in the chat tells me that my bank rejected the transaction, that I should contact my bank , I do not understand what the reason will be, and I have a doubt, in the part that should be put the type of account, the opinions are C, S, V, my account is a view account, I do not know which one I should choose,, Maybe there I made a mistake, I hope you can help me, thank you

Hola, el día 30 solicité el retiro de $ 72.000 , mi KYC estaba ok, la operación decía " en proceso " , hoy me aparece " rechazada" el chico del chat me dice que mi banco rechazó la transacción, que debo comunicarme con mi banco, no entiendo cual será el motivo, y tengo una duda, en la parte que se debe poner el tipo de cuenta, las opiniones son C, S, V, mi cuenta es cuenta vista, no se cual es la que debo elegir, , tal vez ahí cometí un erro, espero me puedan ayudar , gracias

Dear Sonia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. When you were notified about the payment being rejected by the bank, I believe it was the intermediary bank, not yours. Could you please advise if you have received any payments from this casino in the past?

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Have you been offered any alternative payment method to withdraw your winnings?

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

Hello, I have not received payments from the casino, this is the first time I have requested a withdrawal, I asked for more information about the intermediary bank and the guy in the chat tells me that he cannot deliver that information. I hope you can help me, thank you very much

Hola, no he recibido pagos del casino, esta es la primera vez que solicito un retiro, solicité más información sobre el banco intermediario y el chico del chat me dice que no puede entregar esa información. Espero me puedan ayudar , muchas gracias

Thank you very much, Sonia, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Sonia2006

I can see your transaction has been approved and currently being processed by your bank.

Should it get rejected by your bank, please kindly try to withdraw via Skrill.

Thank you!

Kind regards

Hello Sonia.

I absolutely appreciate that you shared your experiences with the Casino Guru team. Please, could you inform us about the situation?

Dear Sonia2006

Your withdrawal request was declined by your bank. Please kindly make a withdrawal request via Skrill.

Kind regards

Hi, what is skrill and how does it work?

Hola, que es skrill y como funciona?

Dear Sonia2006

I see you've successfully received 10,000 CLP. Can you please confirm?

Thank you in advance

Regards

Dear Sonia.

May I kindly ask you to confirm the casino statement? 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 forced to reject this case since the player hasn’t responded to our question.

The player can reopen this complaint anytime.