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Cashout dont work Support cant help and email support allways send the same they just refusing any cashout they only take deposits

Dear Daniel777,

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. Has your withdrawal request been pending for too long? Or are you not able to request a withdrawal at all?

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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 i am not able to request whitdraw i get an error message ( Pleas Contact Customer Support)

I was already 4 times in the live chat support they could not help they already said maybea the casino is down and i need to whitdraw the same with i deposit but this is also not working

Email support only ask for screenshots from the error message i send them already 2 times #

They dont ask for KYC and on the Casino site u cant upload KYC

Maybea its tactic from casino to hold back winnings

I also cleared cookies and tryed different browser devices also Support said i should do this steps

This are the 2 emails i send 2 times also what they want

Me: Cashout dont work

11:10

Me: i am not able to cashout

11:11

Margot: Allow me a moment please

11:12

Me: ok thank you

11:17

Margot: How much are you trying to withdraw and with which method ?

11:17

Margot: Could you please send me a screenshot of the issue ?

11:17

Me: 250

11:18

Uploaded attachment

g.PNG

Me: With card i also deposit with card

11:19

Margot: Are you trying to withdraw with the same card you used to deposit ?

11:21

Me: i cant pit my details in only the amount

11:21

Me: put

11:21

Me: as u see on the screnshiot

11:21

Margot: I would advice you to try to withdraw with bank transfer. You should be able to fill in with your bank details linked to the selected card and make the withdrawal request

11:22

Uploaded attachment

j.PNG

Me: Dont work

11:23

Margot: Could you please try to clear the cookies and do the whole procedure again ? From what I can see it does not seem like there is an issue with your account, the most likely is that the system needs to be refreshed

11:24

Me: already done

11:24

Me: dont work

11:24

Me: i also tried on different browser and device sir

11:25

Margot: Allow me a moment please

11:26

Margot: Can you make sure you are not copy/pasting your IBAN, you ust write it by yourself

11:27

Me: already done

11:27

Me: dont wokr

11:27

Me: eork

11:27

Me: work

11:27

Margot: Also make sure there is no space before the letters/numbers

11:27

Me: done

11:27

Me: Dont work

11:27

Margot: Could you please tell me on which device and browser you are trying right now ?

11:30

Me: laptop chrome edge firefox opera android

11:30

Me: everything

11:30

Margot: Thank you

11:31

Margot: I will contact now the relevant department regarding this situation, you will be informed as soon as possible via email

This is what live Support say every time

Thank you for your reply, Daniel777. Have you accumulated your winnings with or without an active bonus?

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. Thank you in advance.

Dear Daniel777,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.