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I'm experiencing multiple hurdles while attempting to withdraw my funds. Initially, I made my deposit via a digital card and was informed that to withdraw, I needed to make another deposit through Astropay. After setting up my account and making the deposit, I was unable to withdraw the funds. They insisted it couldn't be done until I completed my verification. Having completed that, I was again denied withdrawal. They requested proof that the deposit originated from a card belonging to me. I've sent them the payment confirmation and even reached out to my bank for additional proof. I was informed that nothing more can be provided and that the documents I have already submitted should sufficiently demonstrate that the account and card are mine. Despite submitting three different confirmations, all have been rejected. I find it incredibly unfair that they continually create new obstacles, as if they do not want to pay me. It's even more unjust considering I did not win using any bonus - my winnings are the result of a clean deposit. Why are they now refusing to pay? They had no issues approving the deposits but now have created obstacles to hinder the withdrawal process!

Me están poniendo muchas trabas para hacer mi retiro primero Hice mi depósito mediante tarjeta digital y lo primero que me dijeron que para poder retirar tenía que hacer otro depósito por medio de astropay !! Bueno hice mi cuenta hice el depósito y traté de retirar y nada no me dejaron que haya que hasta que completara mi verificación bueno ya la completé y nuevamente no me dejan retirar que necesitan un comprobante de que el depósito se hizo con una tarjeta mía !! Ya les mande el comprobante del pago ya hable a mi banco para pedir más comprobantes y ya me dijeron que es todo lo que me pueden dar que no hay más documentos que con ese se puede avalar perfectamente que la cuenta está a mi nombre y que es mi tarjeta ! Ya les envié 3 comprobantes diferentes y todos me los rechaza se me hace injusto que cada vez me salgan con algo diferente siento que no me quieren pagar además se me hace más injusto por que no gane con ningún bono yo deposite y gane limpiamente ! Por que ahora no quieren pagar? Y para aceptar los pagos ni una sola traba ponen !!

Dear Joshcc91,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Joshcc91,

Have you received your withdrawal from the casino yet?

They have not paid me anything and now they have blocked my account

No me han pagado nada y ahora ya me bloquearon mi cuenta

Thank you for the update, I'm sorry about your situation.

Do I understand correctly that you have not finished your verification in the casino? Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

Could you please forward the email from the casino regarding your account closure to veronika.l@casino.guru? Thank you.

Dear Joshcc91,

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.