The player from Argentina had discovered the withdrawal option, Astropay, deactivated when they wanted to withdraw their winnings. After the Complaints Team had explained the factors that could affect the availability of payment methods and asked for more information, the player had informed that the issue was resolved. Consequently, we had marked the complaint as 'resolved' in our system.
1xSlots Casino - Player’s winning withdrawal has been blocked.
Amount: $1,000,000 ARS
1xSlots Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
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3 weeks ago
Translation
I won a million and the casino deactivated the withdrawal option (Astropay) without notice. However, they do allow the deposit of money from said wallet, I believe they don't want to pay the winners... I've never had problems before but now that I won a significant amount, they do this to me. They should remove the deposit option from Astropay since they don't have said option in the withdrawal tab, also they should allow the players to withdraw money from any other method.
Automatic translation:
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3 weeks ago
Dear kayussman6,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
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 necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
- Could you please share your communication with the casino? 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 in advance for your reply.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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2 weeks ago
Dear kayussman6,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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