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Withdrawals have been denied repeatedly, and the casino cannot explain why this time.

The last time I filed a complaint I believed this was a delay due to a temporary glitch, but apparently this is not the case.

Dear andandjonnyx,

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. Could you please advise when exactly you made the last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Did you use the same withdrawal method in the past?

Have you accumulated your winnings with or without an active bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

The last successful withdrawal was on December 18.

I used the bonus but met the wagering requirements without violating the Terms and Conditions.

The casino also asked me to make withdrawals in USDC ERCs of $1000 each, so I created a wallet and complied, but was still denied.

The casino support also said that they could not contact the finance department or the representative and that the only way to contact them was to file a complaint and deal directly with the representative!

Thank you very much for your reply, andandjonnyx. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I will see if there's an agent available, please leave more details

I says:

Withdrawals are being cancelled again.

Wasn't it you who asked me to take out $1000 each?

Gabby

Gabby says:

Hi, how are you?

Thank you for contacting us today and sending us the information.

My name is Gabby, how can we help you?

I says:

Withdrawals are being cancelled again.

Wasn't it you who asked me to take out $1000 each?

Gabby

Gabby says:

Hi, 

I saw our team has suggested withdrawing 1000 USD each one, and it was rejected, I am aware of your case and I will request more information so we can check why it was not approved. 

I will be back with updates as soon as possible.

I says:

I don't want to make many complaints here either. Please do so as soon as possible.

December 29 at 12:48 AM

Gabby

Gabby says:

Sure, I completely understand. I am just waiting for an update on my end.

Answer Bot

Answer Bot says:

How did your chat go?

Gabby

Gabby says:

Hi, I am back.

I saw in the previous chat that Alex suggested you to request a withdrawal of 1000 USD via crypto 1. I think there was a misunderstanding, because it was requested 2x 1000 USD, if the first is not approved or analysed yet, the system rejects it, because it can be a mistake, so the amounts must be different (1000 USD and 1001 USD for example), or you can withdraw twice the 1000 USD, however requesting the second one after the first withdrawal is sent. 

Let me know how you would like to proceed, and once you request the new withdrawal that I will try getting it approved today.

I says:

i want withdrawl in USDT(TRC20)

December 29 at 1:38 AM

Gabby

Gabby says:

Oh, I see. Unfortunately, at the moment, USDC via ERC20 is the only option available to send the funds.

I says:

not USDC, but USDT

I says:

No other wallets.

I says:

Why are you choosing a withdrawal method that is not available in the first place?

I don't have time to do this either.

December 29 at 8:46 PM

I says:

I created a USDC wallet as you suggested, changed the amount and applied for a withdrawal, but was denied again.

I am fed up.

December 29 at 9:59 PM

Gabby

Gabby says:

Hello,

Thank you. I just saw here and received the updates, since you mentioned the availability of the payment method, I have forwarded the comment as well. We do apologise for the inconvenience but the USDC is the only option at the moment.

I also checked the request of 998USD that was rejected. I can't access further details, but asked for information and also mentioned you already requested a new amount, I will do everything as possible to have it approved today.

December 29 at 10:17 PM

I says:

I applied for withdrawal at USDC.

But it has been denied.

Please explain the reason.

Gabby

Gabby says:

Yes, I saw that, and I can see it was rejected as well. I do not have more details but I have already requested the reason as well, and the approval of your last request.

I says:

Can I just change the value to $1000, $999, $998 and withdraw anyway?

January 3 at 12:35 PM

I says:

Withdrawals are also being denied. That's enough.

January 3 at 9:59 PM

Gabby

Gabby says:

Hello! 

I reported your withdrawals being declined to our team, however we didn't have any updates yet and the team is investigating why so we can help you.

Thank you so much for your comprehension and patience so far, we are working intensely to bring you answers and help you with the withdrawals as soon as possible.

January 4 at 2:51 AM

I says:

It's too late. We have reported the matter to an outside agency and you will have to explain it to them.

New

Gabby

Gabby says:

Sure, I understand. I will keep working from here, let me know if I can help with anything else in the meantime.

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, andandjonnyx!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Upon inquiring, it appears that this casino does not have access to outside sites.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

We have decided to reopen the complaint as we have received information that player's funds have been paid out. andandjonnyx, can you confirm that you have received the disputed amount?

I have not received any such communication at all.

andandjonnyx, if you claim that funds are still in your casino account, please, log in, make a screenshot or download the transaction history and send it here or to my e-mail: pavel.k@casino.guru.

Prior to that, my account was blocked and a complaint is currently in progress for another matter.

Even if the casino decides to give me a refund, I still need to log in to make the withdrawal.

Which refund do you mean? As far as I know from this complaint, you have funds in your casino account that you have not been able to withdraw. I have been contacted by the casino representative telling that you have withdrawn each and every one of your winnings. Therefore, if this statement is not true, you would have these funds still in your account, unless you have played them away. Can you, please, clarify more on what has happened?

After this complaint was closed with no response from the casino, I tried to submit another withdrawal request, but the casino froze my account for misuse of the bonus.

Circumstances have changed and I have filed another complaint.

At this time the casino has not provided me or the casino guru with any evidence of abuse.

Several people have filed similar complaints at the same time, and I believe that the casino is arbitrarily interpreting the Terms of Service due to their deteriorating business conditions.

I do not know what is going on as I am unable to log into my account in the first place.

Ask the casino for proof of withdrawal (virtual currency transaction ID).

Thank you!

Given the circumstances, I must reject this particular complaint. The decision is based on the fact that you have one more opened with the same casino regarding the same funds and it is in progress. I hope your problem will be resolved.

Good luck!