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I first attempted to make a withdrawal on Friday rejected due to bank card verification. I then explained I use a digital card and not physical card and I was told to upload a pdf bank statement showing transaction I did. This was approved. So I put the withdrawal through again pending another full day before being rejected.

while waiting approval I had made a deposit which I had not yet played. I was told I need to wager this before making a withdrawal (although this was deposited after I attempted to make the first withdrawal which was cancelled)

I went on to wager the deposit won more money and attempted to make the withdrawal again this time for a higher amount. I then waited another full day to be rejected due to payment method. I deposited through crypto and tried to withdraw through bank transfer. While pending I was told I did everything correct by chat agents and it should be processed. This is my first transaction and I wanted to make sure there are no delays. I was always in contact trying to get help from the chat agents who would assure me all is well and it’s correct.

i then again tried to process my deposit via crypto, I also uploaded evidence of my crypto deposit from my coin spot account. This was not even looked at my transaction was rejected because they want my bank card. I don’t use a bank card to buy crypto I use my bank account via PayPal.

I have then made numerous attempts to contact email and chat agents and no one seems to help me. I asked for a call so that they can clarify what I need to do but no response to the email or call. Chat agents just tell me to wait.

I have spent numerous hours chatting to them trying to contact them but nothing seems to work. I feel I am being scammed.

Hello,

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.

• Do you currently have any pending withdrawals?
• Do I understand correctly that you have passed the verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

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Thank you for your response.

Yes I have a pending withdrawal at the moment. After it was rejected I attempted the withdrawal again and tried to contact support to understand what they need but I received no help, just that they have escalated my enquiry and are waiting for a response.

Yes I have passed the verification, but I have never made a withdrawal on this website.

i did not have an active bonus, the last deposit I made was via dogecoin with my CoinSpot account.

please let me know if you require further information.

thanks

Hi I would like to update you that, it has since been rejected again due to verification. I had previously been verified but they requested more documentation. I have had no response to the emails I have sent them. I also requested a call from them so that it can be explained over the phone rather then messaging but have not heard back.

i uploaded requested documents and tried to process the withdrawal again but I have heard nothing .

it is very frustrating and I feel they are delaying the withdrawal on purpose so I can play my winnings.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear sandyabdulwahab19,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sandyabdulwahab19,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina