The player from Spain faced difficulties with cashing out from the casino, as they required him to use the same credit card but suggested using an IBAN instead. After several attempts to provide the correct IBAN, he was told to go back to using his card. The issue was resolved when the player confirmed that he had successfully completed the necessary verification processes, leading to the complaint being marked as resolved by him.
AvoCasino - Player is experiencing withdrawal delays.
Resolved
Our verdict
Case closed
Amount: €1,622
AvoCasino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
They tell me I have to use the same credit card to withdraw money and there's a limit of 500 per day. I enter my card number, and they tell me it's better with an IBAN. I enter my IBAN, and they tell me I entered it incorrectly without the ES. After a day, they tell me everything is correct and now they tell me to use my card.
Automatic translation:
Public
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5 months ago
Dear Jafy,
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.
- Have you made any successful withdrawals before?
- Do you currently have any pending withdrawals?
- Could you please confirm that you have passed the KYC verification?
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,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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5 months ago
Dear Jafy,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Jafy,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
