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I originally went to withdraw $7500 NZD from which I dipped into approx 2800 by depositing from the pending account in $100 dollar amounts . I try hen become verified, they then said they transferred $2400 back into my player account but then all of a sudden 2600 had pretty much jus ten vanished as it didn’t go back into my visa. So I bite the bullet so to speak and concentrate on withdrawing the 2400 that was then currently in my player account and trying to gain access into the game slot. ‘Valley of the Gods, from which I won $ 3000 in a tournament as I placed 3rd. I took screenshots of everything. They have some paid out approx 2400, then sent me a letter drawing that I am permanently banned basically , I have tried several times to communicate with them in regards to the tournament money by which they say they will get back to me but they never do. I finally thought I made some head way by Ralph f to someone on live chat but basically went round o. Circles but was able to withdraw 150 from

my account which currently is pending and was not able to do this before I spoke to live chat. But still no one has got back to me.

Dear Classytouch,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Hi thanks for your prompt response, yes I had to wait over a month I think as I had to apply for new drivers licence and passport. From which I did . Off memory I had approx 7 Hoops to jump, such as apart from having to locate every old visa debit card I’ve ever used on the site which looks like approx 5 o 6 cards that I had to verify, which I did just happen to have after this the send me an email stating, I am allowed a withdraw and it must be the full amount as after this trnsaction my account would remain closed permanently.

Thank you, Classytouch, for your reply. Could you please advise when was your last withdrawal requested?

Dear Classytouch,

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.

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.