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Hello, on Sunday February 28th, 2021 I deposited € 100 twice by bank transfer, then I won something and I want to pay out my winnings so far (€ 700 in total).

On February 28th, 2021 I was informed by the support that you can only withdraw € 100 within the first 24 hours after the first deposit.

On March 1st, 2021 I tried to pay out my 700 €. Again I have to contact the support, who in turn draws my attention to the fact that you cannot withdraw via bank transfer and have offered me the payment via crypto currency, I only have to make a deposit using my crypto wallet. I did that.

Since March 1st, 2021 I have been contacting the support every day who writes me the same thing every time that the payout via crypto is currently not possible due to a malfunction.

Please help.

With best regards

Günter

Hallo, ich habe am Sonntag den 28.02.2021 per Banküberweißung 2 mal 100€ eingezahlt, daraufhin habe ich etwas gewonnen und will meinen Gewinn bis dato auszahlen (700€ insgesamt).

Am 28.02.2021 werde ich vom Support aufmerksam gemacht, dass man innerhalb der ersten 24 Stunden nach der Ersten Einzahlung nur 100€ auszahlen kann.

Am 01.03.2021 habe ich versucht meine 700€ auszuzahlen. Wieder muss ich mich beim Support melden, der mich wiederum aufmerksam macht, dass man über Banküberweißung nicht auszahlen kann und haben mir die Auszahlung per Kryptowährung angeboten, ich müsse lediglich eine Einzahlung mittels meiner Krypto-wallet tätigen. Das habe ich gemacht.

Seit dem 01.03.2021 kontaktiere ich täglich den Support der mir jedesmal das selbe schreibt, dass derzeit die Auszahlung über Krypto aufgrund einer Störung nicht möglich sei.

Bitte um Hilfe.

Mit freundlichen Grüßen

Günter

Dear Günter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the 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.

Did you accumulate those winnings with a bonus play or real money only? Have you ever made a successful withdrawal before, or was this your first attempt?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

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,

Kristina

The player informed us via email that he has been paid out.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.