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When I try to withdraw my money with mastercard it sends a review and then it tells me that there was an error.

Then I tried to withdraw with other means and it tells me that I can only withdraw if I deposited with that means.

Basically I am not trying to get my earned money or the one I deposited, I do not want to say that it is a scam because I have faith that it has a solution but this sounds like they do not want to send me the money.

Cuando intento retirar mi dinero con mastercard manda a revisión y luego me dice que hubo un error.

Luego intenté retirar con otros medios y me dice que solo puedo retirar si deposité con ese medio.

Basicamente no tento forma de obtener mi dinero ganado ni el que deposité, no quiero decir que es una estafa porque tengo fe de que tiene solución pero esto suena a que no quieren enviarme el dinero.

Dear Euken,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. There is a chance, that Mastercard cannot be used for a withdrawal, but I might be wrong. Could you please confirm you successfully passed the KYC?

Have you tried contacting the casino’s support regarding this issue? Please forward me any relevant communication between you and the casino if there is any. My email address is kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Euken,

We are extending the timer by 7 days. 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 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.