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Before I made my first deposit with my mastercard I checked what the withdrawal methods were available and MasterCard was there is an option in the withdrawal page.

$9000 cashout rejected, they said mastercard not an available method, Visa or crypto only which i dont have.

Are they allowed to have a method as an option but refuse for it to be used with the excuse of, we no longer use that method? surely this violates some sort of gaming/licensing regulation? currently 1 month into the complaint with tombriches casino and Casino Guru

Hello.

I understand it is not a good experience, and if the payment option is not available, it should not be available for usage in your account, because it feels misleading and may cause problems. However, I'm not familiar with the details, so I guess it would be best to follow the complaint, which is here 👈

Hi thanks for your reply

I’ve given The the details above?

I’m just wanting to know if thisviolates some sort of gaming/licensing regulation?

Hi, anytime.

Well, I do not think so, to be honest. Regulations usually do not include user experience on certain levels.

Let me try to demonstrate an example:

1) If the casino offers just one payment option and then disables it to prevent withdrawals, that's naturally not fair.

2) However, if the casino offers something that does not work but intends to solve it and pay, it pretty much meets the definition of a bad user experience, if you catch my drift.

The willingness and ability to actually pay represent the difference. As I mentioned, I'm not familiar with the complaint and lack full access to private screenshots, so please consider my response from a general point of view. Complaints are our way to distinguish between those two situations; hence, we also need the casino to explain the problem and then assess all the information provided.

I understand that you have been caught in this for a very long time, so I truly hope it will end soon with a positive outcome.

The complaint is pretty straightforward

Withdrawal method stated on withdrawal page, yet method is unavailable to be used.

With the only other two methods of Visa card and crypto which I do not have.

no they have No intention to solve it and pay,

So what does it mean whenit meets the definition of a bad user experience,?

Does that mean they are violating some condition?

Well, if there is any other method to withdraw, we usually recommend the crypto as the easiest alternative. The point is to pay the player no matter how. Sometimes the payment method becomes unavailable, which creates a difference between the only unavailable option and the other available options. This is precisely what I previously explained.

Although it may not be convenient, it could potentially be resolved, if you understand what I mean.

Bad user experience occurs when payment is made in crypto instead of with the card, for instance. A serious breach would be failing to pay the player at all, because there is no other payment option.

So i’ve been misled by the casino and now you saying I will have to start a crypto account of some sort which I have absolutely no idea about what it is how to do it or anything.

Well, I'm saying that if you want to withdraw and be done with that, you can use other possible options.

Ask yourself: what is better for you: do you want to wait until the casino provides your favorite payment option once more, or do you prefer to be paid without any possible delay by an option that is not among your favorites but is available right now?

It is up to you; your preferences matter.

Setting up crypto wallets, which also allow you to convert crypto is easy, and you can ask free ChatGPT to compare the e-wallets for you to find the best options. I understand it may be something completely strange to you; I'm merely suggesting options.