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Hello, my withdrawal has been cancelled for the third time. The reason is credit card verification. I sent the card with the first 6 digits and the last 4 digits, but it was rejected. They say I have sent my bank statement, including yours. It's an online bank and now it only shows the transactions. I can't change it, it just shows the stupid amounts from the deposit. The casino isn't paying out my winnings and always cancels my request for this reason.

Hallo meine Auszahlung wird jetzt zum 3.mal storniert grund verifizieren der Kreditkarte habe die Karte gesendet mit den ersten 6 Ziffern und letzten 4 Ziffern wurde abgelehnt sie sagen Kontoauszug auch der eure gesendet es ist eine online Bank und er zeigt nunmehr die Umsätze nur so an ich kann es nicht ändern es stehen sber die dummen der einzahlung drauf das casino zahlt meinen Gewinn nicht aus storniert immer meine Anfrage wegen diesem Grund

Dear Damaca,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The documents for verification are rejected because not everything is on the statement that should be on it, e.g. time

Date and stupid as well as provider visible in the bank statement is rejected

Die Dokumente zur verifizierung werden abgelehnt grund es steht nicht alles auf den Auszug drauf was drauf stehen muss z.b Uhrzeit

Datum und dumme sowie Anbieter im Kontoauszug sichtbar wird abgelehnt

Hello please close case winnings have been transferred takes up to 5 days

Hallo bitte fall schliessen Gewinne wurden überwiesen dauert bis zu 5 Tage

Dear Damaca,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru