The player from Spain expressed frustration with a casino that had marked their withdrawal of €125 as 'approved', resulting in the loss of their funds while they played the balance, believing it was still available. The player warned others against using this casino, labeling it a scam. The Complaints Team reviewed the situation but concluded that the casino's actions, while confusing, did not constitute unfair treatment, and the complaint was therefore rejected.
Casino Extra - Player's withdrawal has been canceled without notification.
Amount: €125
Casino Extra
Safety Index:Above averageSafety Index
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7.3
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
Translation
My experience with this casino is unacceptable, so I advise everyone not to play here; it is a SCAM.
I registered as a new user and deposited €50. After playing for a while, I had €125 and requested a withdrawal via bank transfer (the payment method I used to deposit).
I attached all the documents they requested for my account verification and to process the withdrawal. Then, I requested the withdrawal of €125.
Two days later, the withdrawal is marked as "approved" in my history, and I just have to wait to receive the funds. However, to my surprise, my balance still shows €125. I checked and confirmed this balance was not part of the withdrawal since it continued to appear as "approved" in the system.
Thinking this balance might be due to some bonus or gift, I played and lost it, but I made this decision because my history still showed the withdrawal as APPROVED.
After ten days of waiting, during which the withdrawal still appeared as APPROVED, THE SUPPORT CHAT TECHNICIANS TOLD ME THAT IT WAS CANCELED BY THEM WITHOUT NOTIFYING ME OR ME REQUESTING THE CANCELLATION and that I had lost the funds by playing them.
IN OTHER WORDS, THEY CANCEL WITHDRAWALS AND DON'T PAY THEM WHILE MISLEADING THE USER BY INDICATING THAT THEY ARE "APPROVED".
I've been arguing with them all day, but they refuse to pay the balance.
So don't play here; they cancel withdrawals, don't pay them, but deceive the user by indicating in the history that they are approved.
It's a scam. DO NOT PLAY HERE.
Automatic translation:
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1 month ago
Dear FrBox100,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please confirm that you have passed the KYC verification?
Have you received information about why the withdrawal was canceled?
Could you share screenshots of your transaction history, including the withdrawal and casino account name?
Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
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1 month ago
Translation
The casino stands by its response.
Despite the negligence of indicating in the history that my withdrawal had already been approved and sent, they defend themselves by saying that since I lost my balance they should not pay me anything.
I would accept a refund of the initial €50 I deposited, but not of the profits obtained, but they do not accept this possibility either.
Site scam.
Automatic translation:
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1 month ago
Dear FrBox100, thank you for your reply. I understand your frustration with the way the player's balance is displayed — it can certainly be confusing. However, while it is not user-friendly, it is not something we can classify as unfair. Players need to be extra vigilant about the amount in their account, especially when there’s a withdrawal. If they notice that the balance doesn’t change despite the request, it’s important to take note of that.
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1 month ago
Translation
Attached is the screen where it is clearly seen that the withdrawal is "approved."
Furthermore, the breakdown of the same indicates that on the 12th it is "approved" and on the 14th the funds have already been sent to the requested bank account, thus generating confusion and giving me the impression that the money has already been sent.
This is an absolute lie that is perfectly written, which creates confusion for the player.
Automatic translation:
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1 month ago
Dear FrBox100, I understand that this can be quite frustrating, especially when the information displayed can lead to confusion. However, I must emphasize that as the account holder, you are ultimately responsible for monitoring your account balance and any transactions. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
