MolCasino - Player’s withdrawal request is cancelled.

Dear Sir or Madam,

I am a new player at the casino and I used cryptocurrency as deposit method. After my play at the casino I am created a withdrawal request via cryptocurrency. The casino cancelled the request several times and they mentioned I need to use BML or MIB bank accounts and they not let me to withdraw the balance on my account till I am not provide bank account in Maldives.

Before my registration I am asked them that can I use cryptocurrency as deposit and withdrawal request and they confirmed that. Regarding I live in Europe I can provide only European bank accounts. They mentioned this act as a security check but I am never met a situation like that when a casino asks bank account for cryptocurrency method.

I am not used any bonus and the casino never asked any verification documents. At the registration section there is my country and as a Euorpean resident this is not reasonable and seems impossible to own a bank account at Maldives.

Best reagrds,

G

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MolCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify which cryptocurrency you used in order to deposit in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share the discussion with the casino regarding the need to use Maldives Bank to pay out? Share your interaction with the casino at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Tomas,

Dogecoin was used for deposit and same address was used for withdrawal request because there was a system note that method and address must be the same.

I am mainly played on slot games and there was one sportbet. I am not used any kind of promotion or bonus.

I am sent you our coversation about the withdrawal issue to your e-mail address.

I am also would like to share this screenshot in public way that before my registaration they confirmed that on live chat I can play from Slovakia and I can use only cryptocurrency method for withdrawal request as well. They never mentioned any Maldives bank account before they cancelled my crypto request:

Best regards,

G

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), 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 there,

Thank you gb156 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MolCasino for their help in resolving this complaint. We would like to know what the issue is with the account and what we can do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter