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I did everything required of me yesterday when I was given a $33 free chip bonus because I have spent $500 of my own money in the casino this week. I played through the required amount of playthrough,then I continued on the slots until I was up to $369. Then I decided to cash out $300 of the $369 and leave $69 in my account to play with. They took the money from my balance and left the $69 so I assumed they were sending it to my Bitcoin address, after that I proceeded to play some table games with the remaining $69, I am attaching the email they sent me citing because my winnings were from restricted games they were voided. That's bullshit, I didn't even play those games until AFTER I requested for withdrawal of $300. Only AFTER that did I play the so called restricted games and I didn't win anything on them, I only LOST $69 OF MY MONEY to the casino. You guys are amazing for helping people against these corporate criminals I really appreciate your help, I need that money and thats the thing I thought since I had lost my money fair and square if I won it back they would be fair about itb and they aren't. You can check the time\date stamps of when I requested withdrawal and when I played the table games and you can see I clearly made the withdrawal request before I did anything else. Thanks again for your help I have attached a screenshot of the email they sent me and the replies I have sent to them.

Dear amberanderson276,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you for your response Nick, I think I filed it under the wrong complaint. I meant to file that they have kept my winnings and have denied my withdrawal. Can you please change my complaint to whatever complaint that would be? Sorry for the confusion. If you read my initial complaint, like what I said in the complaint you will see that. Thank you for your help!

Nick I have also went through the entire KYC procedure and withdrawn from this casino before I just wanted to be sure that you know that. They are blatantly trying to steal my money, money that I won fair and square! Thanks again for your help. God bless!

Dear amberanderson276,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No it has not they still haven't given my withdrawal. Please help. Thank you Nick.

Dear amberanderson276,

Thank you for the information provided so far.

It is the casino's responsibility to ensure that none of the restricted games are accessible while a bonus is active. We believe it is unfair to confiscate a player's balance under these circumstances.

I will now forward your complaint to my colleague, Michal (michal.k@casino.guru), who will assist you further.

Wishing you the best of luck resolving this issue.

Best regards,

Nick