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Good morning, last night I made a withdrawal of 200 euros and they don't want to give it to me. The verification documentation is approved, and I received an email stating that the withdrawal is in process. To my surprise, this morning I logged in and once again the withdrawal is back in my account. I contacted them, and they claim that my bank rejected the withdrawal, which is a lie. This has never happened to me at any other casino.

Buenos días ,anoche hice un retiro de 200 euros y no me lo quieren dar ,la documentación de verificación está aprobada y me llegó el email de que la retirada está en proceso mi sorpresa está mañana me metí y otra vez la retirada en mi cuenta,me pongo en contacto con ellos y dicen que mi banco a rechazado la retirada cosa que es mentira ,jamás me había pasado esto en ningún casino

Dear amaroamarocruz,

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? 
• Could you please share 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 morning, I have already sent you an email.

Buenos días ya te he mandado un email

Thanks for your reply.

Have you contacted your bank regarding the transaction or have you attempted to use other payment methods for withdrawal of your winnings? With what result?

Dear amaroamarocruz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.