ArgoCasino - Player’s struggling to withdraw winnings.

Hallo,

Argocasino ermöglicht mir meine Auszahlung nicht. Ich habe vor einigen Monaten per Ecopayz eingezahlt und das Gled mehrfach umgesetzt. Jetzt wird mir gesagt eine Auszahlung via ecopayz sei angeblich technisch nicht möglich und als einzige Alternative wird mir die Auszahlung via Bitcoin angeboten. Allerdings steht mir diese Methode nicht zur Verfügung und ich möchte diese nicht nutzen. Selbst eine Auszahlung durch eine internationale Banküberweisung wird abgelehnt. Daher bitte ich bei diesem Problem mit dem Casino um Unterstützung von CasinoGuru.

Vielen Dank

Dear Vincent,

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.

Do I understand correctly that you’ve made successful withdrawals via Ecopayz before?

Would you be so kind and forward all the relevant communication between you and the casino 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

Hallo,

ich habe bisher noch keine Auszahlung vorgenommen. Die aktuelle Auszahlung ist meine erste Auszahlung die ich vorgenommem habe. Alle Einzahlungen erfolgten via Ecopayz. Die angebotene Auszahlung via Bitcoin ist für mich nicht möglich. Darüberhinaus hat der Kontakt zu dem Casino bisher ausschließlich über den Live Chat erstreckt, da mir das Casino per Mail noch nicht geschrieben hat.

Ich habe Verständnis dafür, dass aus äußeren Einflüssen die Auszahöung via ecopayz eingeschränkt sein kann. Allerdings ist das Casino dafür verantwortlich alternative und vergelichbare Zahlungsmethoden anzubieten und keine exotischen zahlungmethoden, doe darüberhinaus nicht in der selben Währung möglich sind.

Mit freundlichen Grüßen

***

Thank you very much Vincent for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Vincent Pablo,

At the moment you can try to use only BTC for withdraw.

Best Regards,

Argo Casino.

Dear Vincent,

I’m sorry to hear that you’re experiencing issues withdrawing your funds. I’ll try my best to resolve the issue to your satisfaction.

Thank you, Argo Casino, for your reply. Could you please inform us if Vincent can expect any other alternative payment method to be available in the near future?

Dear Andrej Pauls,

At the moment, we have already started integrating a new crypto-processing with a lot of crypro wallets.

Best Regards,

ArgoCasino.

Dear Vincent,

Since the casino is not able to process withdrawals via any payment method other than Bitcoin, I’m afraid there’s not much we can do. My recommendation is to create a Bitcoin wallet to have your withdrawal processed. It seems to be the only viable route here.

Dear Vincent,

Has there been any news regarding the issue? We are extending the timer by 7 days. Kindly note that in case you fail to reply in the given time frame, we will have to reject your complaint.

Hallo,

leider keine Neuigkeiten. Für mich ist die Auszahlung via Bitcoin nicht möglich. Ich fordere eine Auszahlung, die in der Währung möglich ist in der ich eingezahlt habe. Es kann ja auch nicht sein, dass ich jetzt in etwas komplett anderes ausgezahlt werde als ich eingezahlt habe. Das ist für mich als wenn das Casino mit Steinen oder Holz auszahlen würde. Das geht einfach nicht. Von mir aus eine andere Methode, aber nicht eine andere Methode. Oder werde ich morgen in Brot ausgezahlt? Das macht keinen Sinn und ist unfair.

Dear Vincent,

I understand why the situation might seem unfair to you, but situations like this are not uncommon, unfortunately. As mentioned before by my colleague Kristina, 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. In addition, please note that Bitcoin is considered a valid alternative.

Our recommendation is to create a Bitcoin wallet to have your withdrawal processed. I will gladly guide you through the process if you need help. Feel free to contact me via e-mail (andrej.p@casino.guru).

Dear Vincent,

Did you receive my reply to your e-mail? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will have to reject your complaint.

Dear Vincent,

Following our e-mail communication regarding creating a Coinbase account - Could you please let us know whether there’s been any news regarding your withdrawal?

Hallo,

ich habe soeben eine Auszahlung an das Bitcoin Wallet angefragt.

Bei neuen Infos informiere ich Sie umgehend.

MfG

***

Thank you, Vincent, for the update. I’m setting the timer for 7 days. Please keep us posted.

Dear Vincent,

Has there been any new progress regarding your withdrawal request? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Hallo,

meine Auszahlungsanforderung ist weiterhin offen.

Ich musste eine neue Verifizierung durchführen, was ich bereits letzte Woche getan habe.

Diese Verifizierung war auch erfolgreich und angenommen. (Verifizierung des Bitcoin-Wallet).

Das Casino äußert sich nicht zu dem weiteren Ablauf der Auszahlung.

MfG

***

Thank you, Vincent, for your reply.

Dear Argo Casino team,

Can you please indicate the current status of Vincent’s withdrawal request?

Dear Andrej,

Request status - under processing.

Best Regards,

ArgoCasino.

Thank you, Argo Casino team, for your reply. In addition, could you please advise when can Vincent expect to have the withdrawal request processed?

Dear Andrej,

When the technical department has been integration. Thank you for waiting and understanding.

Best Regards,

ArgoCasino.

Thank you, Argo Casino team, for your reply. I’m setting the timer for 7 days. We will wait for further updates from you.

Dear Argo Casino team,

Has there been any news regarding Vincent’s withdrawal request? I’m extending the timer by 7 days. Please note that if we do not receive a reply from you, without Vincent’s confirmation that the issue has been resolved, we will close the complaint as ‘unresolved’, which will negatively affect the casino rating.

Dear Andrej,

New processing has been added for the deposit. The technical department needs a little time so that we can make payments in cryptocurrency.

Best Regards,

ArgoCasino.

Thank you, Argo Casino team, for your reply. I’m extending the timer by 7 days. Please let us know as soon as there’s any news.

We would like to ask Argo Casino team to provide an update on the issue. We are extending the timer by 7 days. If the casino does not respond in the given time frame, the complaint will be closed as ‘unresolved’.

Dear Vincent Pablo,

Please create two separate requests on BTC.

Best Regards,

ArgoCasino.

Hallo,

Was meinen sie mit zwei seperaten Anfragen und in welcher Höhe jeweils?

H***

Dear Vincent Pablo,

Create two requests in the amount of 200 and 198 EUR.

Best Regards,

ArgoCasino.

Thank you, Argo Casino, for your reply.

Dear Vincent,

I would like to kindly ask you to follow the casino’s instructions and let us know once there’s any news regarding the issue. I'm setting the timer for 7 days.

Hallo,

ich habe den Anweisungen gefolgt und die Auszahlungen beantragt und warte jetzt auf die Bearbeitung.

H***

Thank you, Vincent, for your cooperation.

Dear Argo Casino,

Please let us know once there’s any news regarding Vincent’s withdrawal request.

Dear Andrej,

At the moment we can't withdraw funds. The technical department did not finish the integration.

Best Regards,

ArgoCasino.

Hallo,

Das heist bei Ihnen funktioniert seit Monaten keine Methode zur Auszahlung?

Sehr komisch und unprofessionell.

H***

Hallo,

Das heist bei Ihnen funktioniert seit Monaten keine Methode zur Auszahlung?

Sehr komisch und unprofessionell.

H***

Thank you, Argo Casino, Vincent, for your replies.

Dear Argo Casino team,

I’d like to point out that it has been more than two months since you have informed the player that he won’t be able to withdraw via his preferred payment method and instructed him to use Bitcoin as an alternative withdrawal method.

Not being able to process the player’s withdrawal request even after all this time is simply unacceptable.

I’m setting the timer for 7 days. Kindly note that in case there’s no progress by the time the timer expires. We will close this complaint as Unresolved - ‘Against fair gambling codex’ and the casino rating will be lowered.

Dear Vincent Pablo,

Crypto processing has almost been integrated. We have added the possibility to create a withdrawal request, but at the moment we need some time to create a payout function. Thanks for your patience.

Best Regards,

Argo.

Hallo,

dann sagen Sie mir doch bitte in welchem Zeitraum diese Einrichtung abgeschlossen wird. Ich hore schon seit monaten dass es bald wieder geht.

Dear Vincent Pablo,

In this week or the week after.

Best Regards,

ArgoCasino.

Thank you, ArgoCasino, for the update. I’m setting the timer for 10 days. If the issue is not resolved by the end of next week, we will close this complaint as ‘unresolved’.

Dear Andrej,

Thank you very much.

Best Regards,

ArgoCasino.

Dear Vincent Pablo,

We integrated the bitcoin withdrawal option and the request has been processed.

Best Regards,

ArgoCasino.

Hallo,

das Geld ist endlich angekommen.

Danke

Thank you, ArgoCasino, for your cooperation,

And thank you, Vincent, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru