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I requested a withdrawal of €200 via bank transfer. (Withdrawals via Visa/Mastercard NEVER WORK. I HAVE THE DATA IN HAND.)

After more than a week, I contacted support and sent my bank statement to prove that the payments hadn't arrived. A day later, the funds were returned to my account; there was a technical issue with the withdrawal.

I tried to withdraw via bank transfer for the second time for €200, and after five days, it was credited back to my gaming account. The site didn't give me a valid explanation for the transfer issues, and I don't know what to do. My money has been held hostage for 14 days. Now I have €500 to withdraw and I don't know how to get it back. The casino isn't cooperating at all.

Ho richiesto un prelievo dalla somma di 200 euro tramite bonifico.(il prelievo tramite carta visa/mastercard NON FUNZIONA MAI. DATI ALLA MANO).

Passata più di una settimana contatto il supporto inviando l'estratto conto per dimostrare che i pagamenti non sono arrivati. Dopo un giorno mi vengono restituiti i fondi sul conto, c'è stato un problema tecnico nel prelievo.

Ritento il prelievo tramite bonifico per la seconda volta per la cifra di 200 euro e dopo 5 giorni mi viene riaccreditato di nuovo sul conto di gioco. Il sito non mi dà valide spiegazioni per i problemi riguardo ai bonifici e non so più cosa fare. Sono 14 giorni che i miei soldi sono in ostaggio. Adesso ho 500 euro che devo prelevare e non so come poterli riavere indietro. Il casino non collabora affatto

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

Was your account verified successfully in the past?

Have you discussed the issue with support via live chat or email? Would you be able to provide your interaction with support to me for review? Send this information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards, Tomas

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear Vittotio,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru