AztecParadise Casino - Player's withdrawal has been delayed.

i deposited with LTC and played at the casino. I have a cash balance of 100 which I would like to withdraw. The only option is BTC and i have tried 3 addresses and the system says that they are all invalid. I have been on chat for 2 hours and they have no solutions. I think that they are a scam.

Dear bhart,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with AztecParadise Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Have you successfully passed the KYC verification process, please?
• Could you please provide the exact date your initial withdrawal request?

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,

Katarina

They say that as a crypto player you do not need to be verified.

I cannot withdraw as above.....I deposited with LTC....that is not an option to withdraw....BTC won't work and I tried bank transfer and it was declined.

no matter the address you enter it just does this.

Dear bhart,

thank you for your reply.

Could you please provide the exact date your initial withdrawal request?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

This has all been sent

Thank you very much, bhart, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, bhart!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Thank you for your message.

After reviewing the case in full, here are the facts:

The player deposited €110 using cryptocurrency and received a 300% first deposit bonus (€330), which was later cancelled by the player. Before requesting a withdrawal, the player did not meet the required 3x wagering on the deposit. This is a standard condition for all crypto deposits and is part of our anti-fraud and anti-money laundering policies.

At the time of the withdrawal request, the player had not wagered the deposit and had already used and lost multiple bonuses. The withdrawal was therefore declined. On 23/06/2025 at 15:48, the player’s account manager, Robi, clearly informed the player of this, and a note was added to the account confirming that the player must wager the deposit 3x on slot games before a withdrawal can be made.

That said, had the player simply regretted the deposit without using bonuses or gameplay, we could have considered refunding the deposit. We are always open to reasonable discussion when an account has not been used. However, in this case, the account was active, bonuses were claimed, and gameplay occurred — meaning the deposit is now subject to the standard wagering requirement.

We are happy to resolve the matter fairly. If the player wishes to continue playing and meets the required wagering, a withdrawal will of course be processed. Alternatively, if they wish to explain the situation further, we remain open to reviewing it.

We aim for full transparency and fairness in all cases.

Thank you

AztecParadise Support Team

Thank you for your response, AztecParadise Support Team!

bhart, can you confirm what the casino said?

Dear bhart,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru

We have reopened this complaint by the request from the player.

Dear AztecParadise Casino, player claims to have wagered all deposits the required amount of times. Can you confirm it?

Just to clarify the issue I have raised with them is that none of the WD methods work. They have on chat never mentioned wagering

bhart, there is a couple of thing I want to say:

1. Livechat should not mention deposit wagering requirements to players, this is a standard Anti-Money Laundering measure that is applied throughout 99% of casinos.
2. None of the WD methods work most likely because you have not finished fulfilling the wagering requirement.
3. Have you wagered your deposit since I have closed your complaint previously or have you not?

I have wagered it again and I still have the same issue.

This is a valid address. I have also tried bank in the past and they rejected it and said had to be Crypto. But it simply does not work.

I can't even get my full history but this has been wagered so many times. That shouldn't mean the system can't even recognize an address. It let me enter bank details and was rejected as I used Crypto....So I think this is an issue on their side. i just want to withdraw my money.

Hi,

Thanks for your patience. I’ve looked into the issue with our KYC team.

The player deposited using cryptocurrency, which means the account is automatically verified. The reason the withdrawal has not gone through is because the deposit has not yet been wagered.

To complete a withdrawal, the player needs to place bets using the deposited amount in slot games, as stated in our terms.

Hope this clears things up.

AztecParadise Support Team

AztecParadise Support Team, could you, please, let us know how much exactly must the player wager? It seems they have tried to wager judging by their last message, but it most possibly was not enough, It would be much easier for us and for the player if they know how much else they need to bet.

Thank you for reaching out.

We can confirm that the player deposited 110 using BTC, which means they are required to wager a total of 330 (x3) on slot games only before a withdrawal can be processed.

At this time, all their wagering activity has been on table and card games, which unfortunately do not contribute towards the wagering requirement.

Please let us know if you need anything else.

Best regards,

AztecParadise Support Team

Can you tell me where this is in the terms?

8. Withdrawal of Funds

8.1. As long as all Terms and Conditions are met, you are eligible to withdraw your balance at any time of your choosing in accordance with our withdrawal policy.

8.2. Your balance may be charged with a withdrawal processing fee. For more information please refer to our withdrawal policy

8.3. Minimum Withdrawal: The minimum withdrawal amount is €100 per transaction.

Daily, Weekly, and Monthly Limits: Withdrawals are limited to €2,500 per 24 hours, €5,000 per week, and €10,000 per month.

VIP Limit Increases: Loyal customers or VIP players may request higher limits, subject to approval by their VIP manager.

Requests exceeding these limits will be declined, and funds will be returned to your balance. You may place a new request in line with these limits.The maximum winning from first deposit is 25x deposited amount.

8.4. Although we cannot be held liable for the length of time to process payments, we do try to process all payments within 24 hours to verified customers.

8.5. In the event that we do not have a verification of your identity including age, location and phone number, we will be able to decline withdrawals. You can provide us with identification documents or other proof of identity to resolve this. We may ask you for specific proof of identification depending on your local legislation.

8.6. We can only pay out to an account registered to the same name and address as your account with the casino.

8.7. Where deposits have been made in a currency other than Euros, withdrawals can be made in a combination of both currencies. We may charge a conversion fee for this service in certain circumstances.

8.8. Withdrawals of funds that were not played even once fall under the REFUNDS policy.

8.9. It is the responsibility of the player to follow all tax laws in their county with regards to any winnings achieved on this website.

We would like to ask the casino 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’ which may negatively affect its rating.

Thanks for your message. The section you're referring to is just below the terms you copied, under the title "Wagering Requirement on Deposits."

It explains that all deposits must be wagered at least three times before a withdrawal can be requested. This applies even if no bonus was used, as it's part of our commitment to genuine gaming activity and anti-money laundering compliance.

Let me know if you need help finding it or have any other questions.

Best regards,

AztecParadise Support Team

Daer AztecParadise Support Team, the rule you are referring to was added just recently, after the player and I have pointed out that it is mentioned nowhere in terms. We do not approve of such practices of applying rule changes retrospectively. This is good that you have added the requirement now, however, we must request you to let the player withdraw their funds if they have wagered them at least once at the moment.

Yes you're right, the specific wagering requirement language was added recently to our public terms in order to make it absolutely clear for all players going forward.

That said, we fully respect the principle of fairness, and since this requirement wasn’t clearly visible at the time of this player's activity, we’re happy to make a one-time exception and approve their withdrawal. Please inform the player to make a new request online.

We’ve already updated our procedures to ensure there’s no ambiguity moving forward, and we appreciate your continued partnership in helping improve the experience for all players.

Best regards,

AztecParadise Support Team

Thank you very much for your decision and transparency!

Dear player, please, let us know how your withdrawal goes!

I will attempt to do this

bhart, have you received your funds?

Dear bhart,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru

We have reopened the complaint by the request from the player. Dear bhart, please, let us know how your withdrawal goes!

I still cannot withdraw as it says that my Bitcoin address is invalid no matter what I put in and chat won't help.

Hi,

Management has approved your withdrawal as a one-time exception.

Once a withdrawal request is made your withdrawal will proceed without issue.

Thank you for your patience and for giving us the chance to resolve this matter.

Any issues please write to us on chat or to our management team on casinomanager@wizardslotgames.com

AztecParadise Support Team

As I had before I can't actually make the request as there is always an error. Can I send you my BTC address so you can process the payment?

Sure,

Please write to our management team on casinomanager@wizardslotgames.com

Many thanks

AztecParadise Support Team

I have emailed this across.

I still have not had the payment

Thanks for sending your BTC address. We’ve forwarded your request to our finance team to check what the issue is and to process it if everything is in order. We’ll update you as soon as we hear back.

AztecParadise Support Team

Still no news on this...

Hi there,

It looks like the BTC address you’ve been sending isn’t from the main Bitcoin network. In the screenshot you provided, the error clearly says: "Please use address from the BTC main network."

Please double-check that you’re using a Bitcoin (BTC) address and not one from another network such as BEP20, TRC20, or BTC Lightning.

If you’re unsure how to find the correct address, just let us know and we’ll be happy to guide you through the process.

Thank you for your patience,

Aztec Support Team

Dear Aztec Support Team, the player's address seems like a BTC address, it can be found on the scan here: https://www.blockchain.com/explorer/addresses/btc/bc1qwn6pym9hz6mhfq2p338g4z4k80v76nh63eyuln.

However, I may have found the reason for the player's inability to withdraw, the bc1 address format may not be supported by the casino's finance system, as it is not a classical BTC address format.

Dear player, please, let me know what wallet do you use so I can find a guide for you on how to use a different address format or you can try to find it yourself in the wallet app.

Exodus. I have never had any issues with it before

I have looked at other wallets and they are all BC1 addresses so this just seems like another excuse from the casino. I am happy to provide my skrill details.

Still not sorted

Thank you for your patience. It appears that the BTC address you provided (starting with bc1) is not supported by our payment system, as it uses a non-classical BTC format.

Please provide a standard BTC address so we can process your withdrawal as soon as possible.

Alternatively, you may share your full credit card details or choose another available payment method to complete your withdrawal.

Kind regards,

Aztec Paradise Support Team

Dear player, please, let us know if the Skrill is available in your account for the withdrawal or what BTC wallet do you use so I can help you to find the correct address, if the Skrill option is not available and other options are not suitable for you.

I have asked for it via Bank Transfer and added the details on the site.

They just seem to be unable to send money

Aztec Paradise Support Team, what does player need to do to use bank transfer for withdrawal?

Hey there

Using bank transfer for withdrawal is very simple just make sure the bank details match the same account used for deposits. This is required for security and anti-fraud reasons.

Alternatively, you can also withdraw via BTC, just ensure the address you provide is from the main Bitcoin network (not from another chain).

We have no intention of holding onto your €100, our finance team processes thousands of withdrawals every single week. If you’d like your withdrawal to go through smoothly, simply provide the correct details according to the terms, and it’ll be handled without delay.

Thanks for your understanding and cooperation

Aztec Paradise Support Team

All right, bhart, it seems like the BTC is the most viable option. Please, let me know what BTC wallet do you use so I can help you with finding the right address format.

I have already added that it was exodus.

Hey bhart, have you managed to get your withdrawal?

No

Well, was the problem again with the BTC address?

Dear bhart,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru