EGB Casino - Player's withdrawal is delayed and account options changed.

My account is jhall80 (#939409).Made deposits of more than $2800 since November. Constantly lost there, so there were no problems. Sometimes I withdrew $100-200 of winnings my balance became $2500. Document checks began. They asked for different selfies with my passport. They even called me via Skype. I passed all the checks. According to their rules, withdrawals are made the same way as deposits. All deposits were through crypto (usdt). They removed the ability to withdraw money through crypto, violating their rules. Arguing that the restriction applies to my region (Canada). This is a scam since other players from my region can withdraw using this method. They left the option to pay via PayPal, which does not pay.

Dear jhall80,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings that would work for you other than Paypal?
• Could you please share a screenshot of the cashier, showing the available withdrawal methods?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good day Tomas. I sent you screenshots from my account to your email. There you can see how I deposited and how I withdrew money. You can also see which methods are available for withdrawing and depositing money.

Let me remind you once again that while I was consistently losing money, those few winnings were paid to my crypto wallet without any problems and very quickly.

The problems started when I started winning. I don't know if you need the correspondence where they ask me to send my driver's license. Then they asked for a selfie with the license and a piece of paper with my account written on it. Then there was a Skype call (which I think is illegal). I can provide the full correspondence if needed. Now I'll send only 2 screenshots where they confirm that verification has been completed and my withdrawal via PayPal has been approved. By the way, please note that in the email where they approve my withdrawal via PayPal, there is a message. The meaning of which is that the money will be paid as soon as the deposit is received by the same system. This is nonsense. I never agreed to such conditions. By the way about the methods they left me for payment. Such as webmoney and PM are not available for registration for residents of Canada.

Once again I remind you that other residents of my region can withdraw money through crypto payments. Restrictions are imposed individually on my account in order not to pay out the winnings. In violation of their own rights, where it is indicated that the payment is made in the same way as the deposit.

Have you consulted live chat support about what the confirmation you received means?

Have you deposited previously using PayPal in this casino?

Hello. I didn't use PayPal for deposit. All 10 deposits were via crypto transfer. I didn't even have a PayPal account. I specifically registered for PayPal to withdraw money.

The casino chat ignores me. They tells me that I should write a request to email. They do not respond to emails.

Thank you very much, jhall80, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 jhall80, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of EGB Casino to join the conversation and participate in the investigation of this case as well.

Could you please provide more details as of why the payment method has changed to PayPal? Would it be possible to revert back to the crypto payout option, and advise best steps forward to speed up the whole process? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Hello. Yes, of course, I can provide any information that interests you. I sent screenshots to Tomas (tomas@casino.guru). If you need it, I can send it to you. Regarding PayPal, a question for the casino. I made all my deposits through a crypto wallet. According to their rules, I expected that payments would be made using the same method. But they are clearly not interested in paying it off.

Below is a link to the forum where the casino agent responded 5 days ago. I wrote a detailed question to them there. But they choose not to answer.

https://casinoguru-en.com/forum/casinos/egb-casino---general-discussion?utm_medium=email&utm_source=system&utm_campaign=forum&utm_term=25-01-2025#post-160898

No worries, I have seen the screenshots and details you have provided. Now, it's up to the casino to shed some light on this.

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.

Dear jhall80,

In the last two weeks, I have tried to contact the casino representatives repeatedly via e-mails and Skype, but had no success in getting any reply. I’m afraid there is not much that can be achieved without cooperation from their side. 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 might help to change the casino's approach in the future. If the casino decides to react to this issue, we will reopen the complaint, and you will be notified by email.

In case you have been paid in the meantime or receive the payment from the casino later on, I would appreciate if you could let me know by sending me a quick message to matej.l@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Matej