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Hello, I have been trying to make a withdrawal from this casino for over a month. However, each withdrawal I make is canceled after 7 days, and I receive an email informing me of this. The email includes a list of possible explanations, but none relate to my case. My withdrawal is rejected without any apparent reason, my account does not require verification, nothing. I have contacted them and they tell me to try again (despite having tried 4 times), and even though I have been in the chat and supposedly they have forwarded the issue to the department, I have not received any response.

Hola, llevo intentando hacer un retiro de este casino durante más de un mes. Sin embargo, cada retiro que hago, a los 7 días recibo un correo de que mi retiro ha sido cancelado. En ese correo vienen una lista de posibles explicaciones, pero ninguna se relaciona con mi caso. Mi retiro es rechazado sin razón aparente, mi cuenta no requiere verificación, nada. He contactado con ellos y dicen que lo intente otra vez (a pesar de llevar 4 intentos), y por más que haya estado en el chat y supuestamente hayan pasado el tema al departamento, no he recibido ninguna contestación

Dear caniche7,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you managed to withdraw successfully from the casino in the past?
• Could you please specify which payment method you used for deposits and for withdrawals of your winnings?
• Could you please share with me your communication with the casino along with screenshots supporting your complaint? Send emails or chat transcripts to my email at tomas@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,

Tomas

Have you managed to successfully withdraw from the casino in the past?

No

Could you please specify which payment method you used for deposits and withdrawals of your winnings?

I deposited with a card. I have tried withdrawing via card and through my bank, but neither method has worked.

Could you please share with me your communication with the casino along with screenshots to support your complaint?

The last screenshot is what I was told today. However, I have tried to withdraw via bank in 3 of those 4 attempts, and all were rejected, so it doesn't make sense.

¿Has logrado retirarte con éxito del casino en el pasado?

No

¿Podrías especificar qué método de pago utilizaste para los depósitos y retiros de tus ganancias?

Deposité con tarjeta. He intentado retirar a través de tarjeta y por mi banco, pero ninguno de los dos métodos ha funcionado.

¿Podrías compartir conmigo tu comunicación con el casino junto con capturas de pantalla que respalden tu queja? 

La última captura es lo que me han dicho hoy. Sin embargo, he intentado retirar por banco en 3 de esos 4 intentos, y todos fueron rechazados, es decir que no tiene sentido.

More communications with the casino. They literally ignore me and anything I say, they are useless.

Más comunicaciones con el casino. Literalmente pasan de mi y de cualquier cosa que les digo, no sirven para nada.

Thanks for the detailed explanation.

• Were your subsequent attempts successful?
• If not, could you please share what it looks like when you enter the banking information required for withdrawal (without sensitive information or with covered sensitive information ) and what the error you receive looks like?

Were your subsequent attempts successful?

No, in fact yesterday they rejected another withdrawal.

Otherwise, could you share what it looks like when you enter the required banking information for withdrawal (without sensitive information or with sensitive information covered) and what the error you receive looks like?

I don't get an error when filling out the withdrawal details. They ask me for the card or the bank's IBAN and I fill them out appropriately, and in theory the withdrawal is already requested. The problem is that no matter what I do, after 5 days I receive that each withdrawal has been cancelled.

¿Tuvieron éxito tus intentos posteriores?

No, de hecho ayer me rechazaron otro retiro.

De lo contrario, ¿podría compartir cómo se ve cuando ingresa la información bancaria requerida para el retiro (sin información confidencial o con información confidencial cubierta) y cómo se ve el error que recibe?

No recibo error al rellenar los datos del retiro. Me piden la tarjeta o el iban del banco y yo los relleno adecuadamente, y en teoría ya el retiro queda solicitado. El problema es que haga lo que haga, a cada retiro a los 5 días recibo que ha sido cancelado.

Hello, I have already been paid by a different method.

Hola ya me han pagado por otro método diferente

Dear caniche7,

We're glad to hear your payout was successful. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru