Ezz.Casino - Zahtev igrača za povlačenje je odložen i odbijen.

This case has clearly escalated to a situation of non-payment.

The withdrawal was first marked as pending and subsequently denied without any email notification.

Later, the casino claimed "No verified Skrill account," which is false. A valid Skrill account exists, and screenshots were sent as proof. After requesting documentation that had already been provided, the casino stopped responding altogether.

Key facts:

Deposits of approximately €1,800 were made by credit card.

The casino does not allow withdrawals by card.

The casino requires withdrawals to be made exclusively via Skrill or cryptocurrencies.

Skrill's withdrawal was denied using a false technical excuse.

No verification issues were ever reported before allowing deposits and play.

Support ignored the emails and only offered automated responses in the chat.

A human agent was contacted, but no solution was offered.

Finally, the casino conditions payment exclusively on the use of cryptocurrencies, an option I rejected.

The casino allowed deposits and losses without any restrictions, but blocked withdrawals using contradictory and retroactive excuses.

This demonstrates a clear pattern of deliberate delay, imposition of cryptocurrencies, and refusal to pay.

I consider this case UNRESOLVED and a CASE OF NON-PAYMENT.

ste caso ha escalado claramente a una situación de no pago.

El retiro fue primero marcado como pendiente y posteriormente denegado sin ningún aviso por correo electrónico.

Más tarde, el casino alegó "No verified Skrill account", lo cual es falso. Existe una cuenta de Skrill válida y se enviaron capturas como prueba. Tras solicitar documentación que ya había sido aportada, el casino dejó de responder por completo.

Hechos clave:

Se realizaron depósitos por aproximadamente 1.800 € mediante tarjeta de crédito.

El casino no permite retiradas por tarjeta.

El casino obliga a retirar únicamente mediante Skrill o criptomonedas.

La retirada por Skrill fue denegada usando una excusa técnica falsa.

Nunca se comunicó ningún problema de verificación antes de permitir los depósitos y el juego.

El soporte ignoró los correos y solo ofreció respuestas automáticas en el chat.

Se llegó a contactar con un agente humano, pero no se ofreció ninguna solución.

Finalmente, el casino condiciona el pago exclusivamente al uso de criptomonedas, opción que rechacé.

El casino permitió los depósitos y las pérdidas sin restricción alguna, pero bloqueó la retirada utilizando excusas contradictorias y retroactivas.

Esto demuestra un patrón claro de dilación deliberada, imposición de criptomonedas y negativa al pago.

Considero este caso NO RESUELTO y un CASO DE NO PAGO.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear alliure,

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

It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

• Could you please specify if you passed the full KYC verification at this casino?
• Have you made any deposits with Skrill?
• Has the casino customer support offered you only crypto as an alternative method to withdraw your winnings?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronica,

Thank you for your response and for your attention to the case. Below, I will answer your questions clearly:

KYC Verification:

Yes, I completed the KYC verification process requested by the casino. At no point was I informed of any verification issue preventing me from withdrawing funds before I requested the withdrawal.

Deposits with Skrill:

No, I haven't made any deposits with Skrill. The deposits were made by credit card.

It is important to note that the casino does not allow withdrawals by card, so it forces the player to use alternative methods (Skrill or cryptocurrencies) only at the time of withdrawal.

Withdrawal methods offered:

Yes, the casino's customer service has only offered cryptocurrencies as an alternative, after denying the withdrawal via Skrill citing technical reasons that I consider incorrect (Skrill account supposedly invalid).

I declined the use of cryptocurrencies, as it was not the method used to deposit and was not presented as the only option before playing.

Previous withdrawals at this casino:

No, I have not made any successful withdrawals at this casino before.

I consider it relevant to point out that:

The withdrawal was initially marked as pending for several days.

It was subsequently denied without email notification.

The reason given ("No verified Skrill account") was only communicated afterwards, even though deposits and unrestricted play were permitted.

After providing the requested documentation, the casino stopped responding.

From my point of view, the problem is not the generic availability of payment methods, but rather the casino:

accepted deposits without warning of actual withdrawal limitations,

It did not allow withdrawals using the same method.

and finally conditioned the payment exclusively to cryptocurrencies.

I am available to provide any additional documentation you may deem necessary.

Thank you so much for your help.

Sincerely,

Alliure

Estimada Verónica,

Gracias por su respuesta y por la atención al caso. A continuación respondo de forma clara a sus preguntas:

Verificación KYC:

Sí, he completado el proceso de verificación KYC solicitado por el casino. En ningún momento se me indicó que existiera un problema de verificación que impidiera retirar fondos antes de solicitar el retiro.

Depósitos con Skrill:

No, no he realizado depósitos con Skrill. Los depósitos se realizaron mediante tarjeta de crédito.

Es importante destacar que el casino no permite retirar por tarjeta, por lo que obliga al jugador a utilizar métodos alternativos (Skrill o criptomonedas) únicamente en el momento del retiro.

Métodos ofrecidos para el retiro:

Sí, el servicio de atención al cliente del casino solo ha ofrecido criptomonedas como alternativa, tras denegar la retirada por Skrill alegando motivos técnicos que considero incorrectos (cuenta Skrill supuestamente no válida).

He rechazado el uso de criptomonedas, ya que no fue el método utilizado para depositar y no fue presentado como única opción antes de jugar.

Retiros previos en este casino:

No, no he realizado ningún retiro exitoso previamente en este casino.

Considero relevante señalar que:

El retiro fue primero marcado como pendiente durante varios días.

Posteriormente fue denegado sin notificación por correo electrónico.

El motivo alegado ("No verified Skrill account") se comunicó solo después, pese a que se permitió depositar y jugar sin restricciones.

Tras aportar documentación solicitada, el casino dejó de responder.

Desde mi punto de vista, el problema no es la disponibilidad genérica de métodos de pago, sino que el casino:

aceptó depósitos sin advertir limitaciones reales de retiro,

no permitió retirar por el mismo método,

y finalmente condicionó el pago exclusivamente a criptomonedas.

Quedo a su disposición para aportar cualquier documentación adicional que consideren necesaria.

Muchas gracias por su ayuda.

Atentamente,

Alliure

Have you contacted the casino’s live chat support to ask whether your Skrill withdrawal would be approved if you first made a verification deposit? When a payment method is used for the first time, players are usually required to make a small deposit to verify ownership of the payment method.

Additionally, please forward all communication between you and the casino’s customer support regarding the issues with your withdrawal to [email protected]. Thank you for your cooperation.