Casino Extreme - Player’s withdrawal has been cancelled.

I am currently in a rehab facility so we only get our phones every other day for an hour on tuesdays and Thursdays. And 4 hrs on Saturdays and sundays. And this was on a Saturday.

Like most of my deposits I did not redeem a bonus on this $50 deposit which was the last of my available $ on my cashapp. Well shortly after playing I end up having something come up that puts me in the need of $35 and my balance is at $84 at this point so I figure I will withdraw the $35 and will leave me with the $50 I started with. I start the withdraw progress of $35 through bitcoin using my cashapp so will have the money available to use asap. It gets approved through the 1st 2 steps and an email is sent out for me to confirm everything. I respond to the email confirming the withdraw and wait hoping the withdraw will happen in time for me to have access to the $35 in time for me to use before have to turn my phone in. The funds don't hit my cashapp in time and have my girlfriend just send $35 to a person for me so don't have to wait for the withdraw. Not waiting on the 35 anymore I start playing the remaining $49 and lose it shortly before turning our phones in for the night. So the next day I log into my profile and go to see about depositing the $35 and come to find out the withdraw was denied by casino telling me to withdraw full amount of balance and that the 35 had been refunded. Which was bs. At no time while playing the remaining $49 the day before did my balance go up $35 from refund.

I have asked that they show me when they had refunded the money and they say I can see a history of the games I played in account history, and claim they refunded the money but they never did.

Besides what casino denies someone withdrawing a portion of their money and telling them to withdraw it all. Casinos want you to play as much money as possible.

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward a screenshot of your cashier history to petronela.k@casino.guru? Ideally please forward it along with your game history too. Was your account fully verified in the past, please?

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,

Petronela

Yes I have been verified with the casino for a few months on this account. And my original account that I had made and forgotten log in info to over 3 years ago was verified.

There is a screenshot of my past couple weeks cashier history. Which hadn't seen it till asked me to take a screenshot of it. And I have no idea what that 19.03 promo withdraw is. If that was suppose to be a withdraw made I never received the money from it.

And I couldn't find my game history.

Dear Daniel,

From the cashier history, it is clear that your withdrawal request of $35 has been declined. The other amount of $19.03 is a promotional offer redeemed and successfully added to your account.

Could you please confirm it?

That's what I thought and what CasinoExtreme denies. They said that it was something they did to keep my money from being in violation of terms. Also the $35 withdraw request was approved every step of the way until the very end once I had lost the other portion of my money. Here is a screen shot of my cashapp bitcoin activity for the 27th of March. The day the withdraw of the promo balance was made. As you can see no deposit on that day other then from my girl.

If you give me an email address I can forward the emails I have between CasinoExtreme Support and myself along with a couple chat logs I saved. Or if there is a way I can pm you here I can try sending it in a pm.

And I know the withdraw was declined. My problem is that they never gave me the $35 back after denying the withdraw.

You can forward any relevant communication and supporting evidence to petronela.k@casino.guru. Thank you in advance.

Thank you very much, Daniel, for the forwarded communication. Could you please advise if you were able to access your game history?

No I was never able to access my game history. I keep asking them to provide a record of my play from the time I made my withdraw request of $35 until I was at a $0.00 balance. I know if I were given that info I would be able to prove that the $35 was in fact never refunded. And I am still confused as to the $19.03. Was I suppose to of received that. They say it was a promo and that it is not available for withdraw.

Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Daniel.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello!

Hope you are doing well!

Please note that all was done according to standard procedure protocols that have been established for quite a long time. I will state below the order of events that occurred:

3/27/2022 20:45:00 - A BTC withdrawal was requested following your coupon gameplay, the amount being $35, leaving another $33.24 on your balance.

3/27/2022 20:47:20 - Your bonus amount for that coupon was deducted, the deduction amount being $19.03, thus leaving $14.21 of playable balance on your account.

3/27/2022 20:47:43 - Your withdrawal was denied and the 35$ were returned to your balance, raising the balance on your account to $49.21.

Please note that your balance corrections were all applied instantly on your account and led to a misconception that you had 49.21$ on your balance when the withdrawal was requested. Unfortunately, you continued to play out the remainder of the balance.

Also, you were sent an email that the payout was denied and you were instructed to request the entire balance. The reason that was done is that we insist on players withdrawing the entire balance rather than leaving small amounts on their account. When a deposit bonus is played, the rules, as per our T&Cs, remain in effect until the entire balance from a coupon is either played out or withdrawn. You simply end up in a situation to endanger the winnings requested with risking to play forbidden games or breaking other coupon rules.

Please note that there was no malfunction and your balance changes were all reflecting what you won during your gameplay.

I hope this sheds some light on the events addressed above.

Best Regards,

Mikey

Casino Extreme Management

No that is not true or possible. Before I made the withdraw request I was at a balance of $84. The withdraw request of $35 then placed me at $49. So all that supposed balance correction stuff supposedly happening instantaneously and at the speed of light,, before the withdraw was even denied is not true.

How would it all happen instantaneously if I wasn't even denied my withdraw until the 3rd and final step? And my balance being $84 before any withdraw attempt was what me hallucinating? After step 1 & 2 my balance showing $49 before starting the 3rd step of the withdraw. And still it was a no rules bonus. So how is there a rule of must withdraw full amount of balance?

Hello,

Hope you are doing well,

First, in regards to the bonus you had played, even though no wagering or max cashout restrictions were set, you still could have broken the rules by playing forbiden games or going over the max cashout. That is why the payments team reacted.

To reflect back on your complaint about the withdrawal rejection and the balance. I am sorry to say that the balance you mention was not active at any point within the withdrawal check process. Also, please note that not a single bet was played within the time frame and it is easy to determine account balance changes.

The insert with the screenshot from your account history will show you only your last actions and you have used a great deal of free bonuses after the issue your complaint is about. However, you may set the time from 27th to 28th March to see the balance changes were applied to your account.

I have attached the screenshot from your account history in order to show that within the two minutes referenced in my previous reply, your withdrawal removed the 35$ requested and that the same amount was applied back as soon as the withdrawal request was denied. You have received the email about the payout rejection as well.

Kind Regards,

Mikey

Casino Extreme Management

I am extending the timer by 7 days because of further examination of the case.

Hello Daniel. 

I consider the casino explanation to be sufficient. Is there anything unclear, or can I close this case? Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. 

Sufficient but I lose $35 cause truth is they can't provide spin log showing me where I played the $35 cause I didn't. I am not dillussional and not trying to scam for a measly $35. Just won't play another cent at casino extreme and won't use casino guru for reviews or anything regarding online casinos

Dear CasinoExtreme team.

Thank you very much for your cooperation. May I kindly ask you to provide us or the player with his game history? Additionally, could you explain what has happened with the $35 after it was applied back?

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since the casino team usually fully cooperates and I tried to reach the team through our communication channels, I am going to provide them with extra 7 days.

Hello!

First of all, I sincerely apologize as a failure in a communications portal led to the complaint not being reviewed for this long of a time. I hope that our activity throughout the years speaks for itself in terms of readily and promptly assessing any complaints our customers might have.

That being said, we can return to the matter of importance here. We have shown the player history from the player's perspective in order for the customer to see and know to be able to check themself.

However, if the report provided does not suffice, you may review the full legder report from 27th March through 28th of March which will envelop bets prior to the disputed withdrawal request, green-flashed actions(With time-stamps) that were mentioned in our previous report and the disputed balance returned to the players account immediately upon withdrawal rejection only to be played out along with the balance the amount was credited over.

The actions quoted below (from our first assessment) can be found in lines 883 through 886 and I green-flashed them in order to understand the order of the actions performed and balance changes that accompanied the actions taken:

"3/27/2022 20:45:00 - A BTC withdrawal was requested following your coupon gameplay, the amount being $35, leaving another $33.24 on your balance.

3/27/2022 20:47:20 - Your bonus amount for that coupon was deducted, the deduction amount being $19.03, thus leaving $14.21 of playable balance on your account.

3/27/2022 20:47:43 - Your withdrawal was denied and the 35$ were returned to your balance, raising the balance on your account to $49.21."

The only issue is that I cannot seem to attach a CSV file into this comment. I may suggest providing the report through an email thread including the player and the Casino Guru representative email. Please provide the emails for the report to be sent to if you would like to proceed this way.

Please note that this is the most-precise event log that can be provided and you will find here anything of importance for the matter we're discussing. I hope this will be helpful and sincerely apologize about the delay once again.

Best Regards,

Mikey

Casino Extreme Management

thats another thing, if going to deny my withdraw request why take the bonus balance away?

Hello danielgolis1777.

The bonus coupon amount is usually deducted when you request the withdrawal so it was valid. But, when your withdrawal was declined and returned, it was no longer under the bonus. I believe it is clear. Do you need further assistance, or can I close the case?

I understand if they had approved my withdraw or I did what they said and made a new request after requesting the full amount. But I did not do that and they didn't approve my withdraw so I don't see how I should of lost the part of my balance that was from the bonus.

I understand your point too. But it does not matter if the withdrawal was approved or not. When you request it, the bonus coupon is automatically deducted by the system. It is quite standard with US operators. I wish that I could help you more with this, but casino actions were fully justified. 

I am forced to close your case as 'rejected' now, but if you have any questions, do hesitate to contact me at my email address mentioned below.

Best regards, Jozef

jozef.k@casino.guru