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Good afternoon, I played in the casino, I won three times the amount of 25500 UAH, 9605 UAH, 20550 UAH. I put them on the withdrawal of the amount for some reason, they were driven into one amount of 55655 UAH, I paid 6700 UAH for the withdrawal, I wrote in support, they answered me I should go through the refication, everything was in order, with support they said that you can re-withdraw put 48 hours have passed to withdraw 6700 UAH again, I write in support, they answer you, the withdrawal was denied, in order to return the plot, you must pay 7% of the withdrawal amount, and also forced to replenish the balance in the amount of 11131 hryvnia.

Добрый день играл в казино выйграл три раза сумма 25500гр,9605гр,20550гр.поставил на вывод суммы их почемуто согнали в одну сумму55655гр,аплотил 6700гр за вывод написал в поддержку мне ответили должен пройти рефицикацию прошел все в порядке с поддержки сообщили что можно повторно выводить поставил на вывод аплотил опять 6700гр прошло 48 часов пишу в поддержку мне отвечают вам отказано в выводе,чтобы вернуть плотёж вы должны оплатить 7% от суммы вывода ,и еще заставили пополнить баланс на сумму 11131гривна.

Dear vsshotik,

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 vsshotik,

Have you received your withdrawal from the casino yet?

Good afternoon, no, I didn’t receive my winnings, the support service said that I would pay 7% of the winnings so that the winnings would be returned to the balance, the question arises where the winnings are, I have 18271 hryvnia on my balance in the casino, help me sort out this situation.

Добрый день нет я не получил свой выигрыш,в службе поддержки сказали что бы я оплатил 7%от выигрыша,чтоб выигрыш вернулся на баланс,возникает вопрос где находится выигреш,у меня на баллансе в казино 18271гривна,помогите разобратся в этой ситуации.

Thank you for your reply, Shotik. Please be aware this casino demands numerous fabricated charges to be paid for their services. However, regardless of payments received for processing, verifying, or unblocking, withdrawals are still not carried out.

We strongly recommend not to pay any fees that may be requested on top of your active balance or pending withdrawals, as this is not something that any legitimate casino would ask for.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed the KYC verification successfully? Have you made any successful withdrawals before? Could you please advise if you have already paid any commissions?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Dear Shotik,

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.