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Hello, I deposited € 200 with Mastercard and played up to € 400! Verification is complete, then I wanted to pay out and suddenly I have to pay in the minimum amount with another payment method first and can then pay out via this ... Mastercard is offered as a means of payment and withdrawal!

I hope you can help me along with that

Thank you LG

Hallo, ich habe 200€ per Mastercard einbezahlt und mich auf 400€ hinaufgespielt! Verifizierung ist abgeschlossen, wollte dann auszahlen und plötzlich heißt es ich muss mit einer anderen Zahlungsmethode zuerst den min. Betrag einzahlen und kann dann über diese ausbezahlen.... Es wird Mastercard als Ein und Auszahlungsmittel angeboten!

Hoffe Ihr könnt mir da weiterhelfen

Danke LG

Dear Alexander,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and 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 necessary, that it will be offered for withdrawals too. 

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you were offered any alternative method to place a minimum deposit and withdraw your funds?

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,

Petronela

Hi

Yes, but I have to make another deposit, otherwise there will be no payout! Had this problem in other casinos that always paid out via bank transfer! Image of the account card and a bank statement and then everything worked out.

Tried to contact the finance department with a request for a payment via bank transfer. I also attached a picture of the account card including the account statement.

Thanks for your efforts

LG Alex S ***

Hallo

Ja, aber ich muss nochmals eine Einzahlung tätigen ansonst gibt es keine Auszahlung! Hatte dieses Problem schon in anderen Casinos die haben dann immer per Banktransfer ausbezahlt! Bild der Kontokarte und eines Kontoauszuges und dann hat alles geklappt.

Hab versucht mit der Finanzabteilung Kontakt aufzunehmen, mit der Bitte auf Auszahlung per Banktransfer. Bild der Kontokarte inkl. Kontoauszug hab ich auch angehängt.

Danke für Ihre Bemühungen

LG Alex S***

Thank you very much, Alexander, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, I don't know if you have already contacted the casino, but they have NOW PAYED, which is a miracle on the Mastercard !!

Thank you for your efforts!

LG Alex

Hallo, ich weiß nicht ob Ihr euch schon mit dem Casino in Verbindung gesetzt habt, aber die haben NUN AUSBEZAHLT und zwar welche ein Wunder auf die Mastercard!!

Danke euch für eure Bemühungen!

LG Alex

Dear Alexander,

Thank you for letting us know that your issue have been resolved, we gladly hear it. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru