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I played the slot machines using real money.

I played various games and ended up with €4443, including some BUY features.

On 9/6, I requested a withdrawal, but the funds have still not been credited to my account.

The casino advertises the fastest withdrawals in the industry, but that promise has not been kept.

The casino has refused to process the withdrawal, citing a security check.

I've asked the chat support multiple times about when the security check will be completed, but they always say they don't know, and I'm worried that the withdrawal might never be processed.

Previously, I deposited €5000 at this casino and ended up increasing it to around €15000 by playing various games, but I eventually lost it all and went down to zero.

Because of this experience, I've been more conscious about withdrawing my winnings.

It's disappointing that they are willing to accept deposits but don't honor their withdrawal promises.

I have contacted support once a week, but I always get the same response, so I'm feeling anxious and decided to consult here.

In addition to the attached conversations with support, I have saved other interactions with them as well.

I would appreciate your help.

Thank you.

リアルマネーを使ってスロットを打ちました。

色んなゲームをやったと思いますが、BUYなどをしながら結果的に€4443になりました。

9/6にそれを出金申請した所、未だに出金が着金しません。

カジノの売りとして業界最速の出金とうたっているのですが、その約束は守られていません。

カジノ側からセキュリティーチェック中と名目で出金を拒否されています。

何回かチャットでセキュリティチェックの終了目途について確認しても、いつ終わるかは分かりません、との事でこのまま出金されないのではないかと心配しています。

このカジノでは以前€5000を入れて色々遊んだ結果€15000程度まで増えましたが、結局全て使ってしまい0になった経験もあります。

そういう経験もあるので勝った時は出金を心がけています。

入金はいくらでも受け付けるけど、出金の約束は守れないというのは残念です。

1週間に1度サポートとやり取りさせて貰いましたが毎回同じ答えなのでちゃんと出金されるか不安でこちらに相談させて頂こうと思った次第です。

添付したサポートとのやり取り以外にも、サポートとのやり取りは保存してあります。

ご協力頂けたら嬉しいです。

宜しくお願いいたします。

Dear minminzemi,

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. 

• Have you made any successful withdrawals before?
• What payment method did you use for your withdrawal?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Have you ever been successful in making a withdrawal?

→ Yes, I was able to withdraw money normally up until now.

What payment method did you use to withdraw?

→ It is a virtual currency.

Can you please confirm that you have passed KYC verification?

→It's been over a year since I registered, so I think the initial verification has been completed.

→I have made deposits and withdrawals many times over the course of a year.

Could you please share your conversation with the casino regarding the withdrawal? Please send me an email or chat transcript to my email address. , or post a screenshot here.

→ The most recent exchange is below. Since it is a casino that boasts the fastest withdrawals, withdrawals usually take less than a day. So I have been asking support for the same confirmation since it was delayed for a few days, but I have always received the same response and nothing has changed.

これまでに引き出しに成功したことはありますか?

→はい、今までは普通に出金出来ていました。

引き出しにはどのような支払い方法を使用しましたか?

→仮想通貨です

KYC 検証に合格したことを確認していただけますか?

→もう登録して1年以上経過しているので、最初に検証終わってると思います。

→1年で何回も入金や出金をしておりますので。

出金に関してカジノとのやり取りを共有していただけますか？メールまたはチャットの記録を私のメールアドレスまでお送りください。 dominika.l@casino.guru 、またはスクリーンショットをここに投稿してください。

→直近のやり取りは以下になります。最速出金を謡っているカジノですので、いつも出金は1日かからないです。なので数日遅れた時から同じような確認をサポートにしていますが、毎回同じ返答で変化がありませんでした。

I will add more information.

I received a call from the casino today saying that the security check had been completed and there were no problems.

However, due to technical issues it is currently difficult to withdraw funds in virtual currency (the deposit was made in virtual currency, so the withdrawal was also made in virtual currency), so I was told to choose between withdrawing funds using another method (such as VEGA Wallet) or waiting until the technical issues were resolved.

If the withdrawal is guaranteed, you can wait a little while.

I would like to withdraw the money in virtual currency, so I will wait for a while. (If the problem persists, I will consider withdrawing the money using VEGA Wallet or other methods.)

The casino has taken a different action than usual, and we have confirmed your intention to withdraw your funds, so would you please close this complaint for now?

If the problem reoccurs after this, such as not being able to withdraw funds, I would like to consult with you again.

Thank you for your cooperation this time.

追記させて頂きます。

今日カジノ側から連絡があり、セキュリティーチェックは終了して問題無かったとの事でした。

ただ仮想通貨での出金（入金は仮想通貨でしたので出金も仮想通貨にしていました）が今技術上の問題で厳しい為、他の方法（VEGAウォレットなど）で出金をするか、技術的な問題が解決するまで待つか選択して欲しいと言われました。

出金が確約されているのであれば、多少の時間は待てます。

私は仮想通貨での出金をそのまま希望していますので、少しそのまま待ってみようと思います。（いつまでも問題が解決しないようであれば、VEGAウォレットなどでの出金も考えます。）

カジノ側から今までとは違う形でのアクションがありまして、出金の意志が確認出来ましたので一旦こちらのクレームはクローズして頂けますでしょうか？

この後再度出金されないなどの問題が再発した場合は、再度ご相談させて頂ければと思っています。

今回はご協力ありがとうございました。

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.