The player from Spain expressed frustration with a casino that marked their withdrawal of €125 as 'approved' but later canceled it without notification, resulting in the loss of their funds while they played the balance, believing it was still available. The player warns others against using this casino, labeling it a scam.
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 opened
Current status
Waiting for player to reply
6d 16h 0m 54s
Case summary
7 hours ago
Public
Public
yesterday
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:
Public
Public
7 hours 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
FrBox100 has 6d 16h 0m 54s to reply
