Explosino Casino - Player’s struggling to withdraw his winnings.

On Monday, 28.09. I submitted a withdrawal request for 490 € (to Skrill). After 5 days they responded they have problems with Skrill. They asked the screenshot of the Skrill virtual card as an alternative method. Skrill responded to me that they are strongly against this. I gave to Explosino casino a BTC address as the third possible method. I sent them my BTC address and screenshot of that (as requested by their chat operator). They still haven't paid, They are in process of stealing 1.505 € from me. If you still present them as acceptable casino, more people will be robbed.

Dear Igor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Could you please advise if you have withdrawn any funds successfully in the past?

Do I understand it correctly that your withdrawal is still pending inside your account without being processed?

I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, once they paid me a withdrawal of 450€. I requested a withdrawal on 22.9. Next day they asked for an ID document. I provided it immediately. 

After that, they requested a selfie with ID in hand with their chat window in background (*1st red flag). I provided the selfie. Thy paid on 28.9. They have a limit of 500€ for withdrawals on Skrill (*2nd red flag). 

So, I immediately made another withdrawal request on Monday, 28.9. Nothing happened and on 01.10. they advised me via chat that 'There are some delays ...[with Skrill] ... We can also recommend you to create a virtual MasterCard opened in your Skrill wallet and to replace the withdrawal request to it. In this case, the request will be processed faster.' 

They advised me to send them a screenshot of that virtual card. I suspected this and, of course, on my question, Skrill Help answered me that 'We strongly advise against giving or sending out the screenshot of your Virtual card...' (*3rd red flag). On 8.10. (12 days after withdrawal request) I proposed to receive the withdrawal in bitcoin if it suits them better. They asked me the BTC address and the screenshot of my BTC wallet. I replaced my withdrawal request for Skrill(490€) with a request of 900€ in BTC. Of course, they haven't paid yet.

Petronela, this is not about 'geolocation'. A casino that cannot pay 490€ in15 days do not deserve to exist. I found that casino on your Casino Guru page. I trusted that 'Very good reputation'. Of course, you cannot know all details about thousands of casinos. I have no one else to help me with this.

I don't think I have good chances against those crooks, but at least we can spread the word, so they will not cheat other people.

Thank you in advance

Igor ***

+385 ***

Thank you very much, Igor, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Igor,

I looked at your complaint and will do my best to help you. I would like to invite Explosino Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Dear Igor,

We do our best to process your withdrawal to BTC as soon as possible. Previously, we have asked you to provide a virtual card to process the withdrawal faster. Unfortunately, it was not convenient for you. Thank you for understanding.

Best Regards,

Explosino.

Igor, please cooperate with Casino and let me know when you'll receive your winnings.

Hi,

I just want to add that my BTC address has changed.

Wallet automatically change the address after every transaction.

Casino is free to contact me and to obtain new BTC address if they have intention to pay.

Skrill address is always the same.

Igor

Dear Igor,

Please create a new request to your new BTC address and contact us via live chat.

Best Regards,

Explosino.

I confirm I am now receiving 0.0922 BTC (900€). Please, keep this ticket open because it is remaining 605€ to be withdrawn.

Now I made a withdrawal request for remaining 605€. I would like to finish this as soon as possible, thanks in advance

Dear Igor,

did you already receive remaining €605?

Dear igor,

The Finance Department has processed Your last request. Please check your BTC.

Best Regards,

Explosino.

Yes, I received. Viliam, thanks. Please, close the ticket.

Dear Igor,

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. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam