CasinoCastle - Player’s struggling to withdraw their winnings.

That Is correct I sent the documents along with the withdrawal request and Bitcoin address. And I played without a bonus. I had then remove bonus capability the second time I was denied due to 9.00 deposit although within the 3 or 4 days I made 54.00 in deposit that time and told no your last deposit has to 25. So I played that 500 to lose so I could make another deposit on 12/16 and build it back up. And I did and that's where I am now

Thank you very much, Moneymaker413, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.

Thank you all for what you do

Hello Moneymaker413,

I will take care of your complaint from now on. I would like to invite representatives of CasinoCastle into this complaint in order to explain why the withdrawals are being denied and help us resolve this issue.

Thank you Tomas

We would like to ask CasinoCastle to reply to this complaint. 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’.

thank you again tomas

Hello Moneymaker413,

Thank you for the update. First, let me tell you the casino doesn't communicate with us about the issue. Second, the casino rule about the need to deposit is not customer-friendly in our opinion but it isn't something we consider unfair. I encourage you to deposit the minimum amount to satisfy their rules and try to withdraw again. It is 25$ against 800$. Keep us updated about the result.

I really didn't expect them to reply. They have ignored my emails as well. And I understand the t&c and followed the rules and they stayed sorry never received request but miraculously approved documents 1 day after the 30 day window. and I have deposited quite a bit since joining. I have now not played on the site since requesting 1/9;and the only reason I like to play is the bingo. This is the 3rd time I play to lose or get down to 99.00 so I can deposit .I wish they would allow me to deposit the 25 although I did deposit 35 or more 31 days before they accepted my documents. I just feel they purposely waited to approve that 1 extra day to push me over the 30. Do you recommend any good USA accepted sites for bingo. Have been on your site quite extensive lately. I was denied 500 from them although I deposited over 60.00 in one day my last that day was a 9.00 deposit and they said sorry last deposit has to be 25 and they cannot count deposits made in that 24 hr period

Dear Moneymaker413,

I looked at the rules of the casino, and you are correct. Your winnings are essentially trapped in the casino at this point. I'll give the casino a little more time to reply and possibly help you, and if nothing happens, I will be forced to close the complaint as 'unresolved'.

Thank you Tomas I appreciate it

Yesterday my 800 was on account still pending. I guess since this is the 10th (31 days later) they removed my balance completely and not letting me view transaction report all of a sudden. Unless by some miracle they are paying it lol. So requested 1/9 800 and on 2/10 0.00 guess that proves to them the request was made within timeframe. Unbelievable man.

sent message asking about pending payout and asked where the money went and today it is magically back on my account..

Dear Moneymaker413,

I tried to contact the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

We've received additional comments from Moneymaker413:

"Tomas, I wanted to let you know I just received my payout from Casino Castle!!!

That last ditch effort email did the trick. Thank You for your assistance "

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.