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I deposited 20EUR and won 150EUR which I tried to withdraw to the same card.

I sent all of my documents to verify my account which were accepted. I then got an email to say that my withdrawal was accepted and that they tried to pay it out to my bank account which was declined. A transaction of 150EURO is showing as declined l, by my bank, however they say they do not know why.

my account balance has now doubled to 300EUR which makes no sense and I am being asked to withdraw to a different method which is against the terms and conditions. I contacted live chat support who said that my account balance is definitely 300EURO available. I’m worried they are going to say I’m doing something wrong and stop my winnings

Dear Charlotte,

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. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you ever made a successful withdrawal before? Have you considered using an alternative withdrawal method?

Also, do I understand correctly, that the additional €150 appeared in your account without your knowledge?

Lastly, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

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,

Kristina

Dear Charlotte,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.