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Ladies and Gentlemen

I made the deposit at the casino via my Postfinance (Mastercard) account at the casino. But now there is no option to transfer the money to my bank account. The options that are offered are not an option for me. I have already spoken to the casino via the chat function but unfortunately they do not give me a solution to the problem. Can you help me?

Sehr geehrte Damen und Herren,

Ich habe die Einzahlung bei dem Casino via meinem Konto bei Postfinance (Mastercard) bei dem Casino getätigt. Nun gibt es aber keine Option das Geld auf mein Bankkonto zu überweisen. Die Optionen welche angeboten werden sind für mich keine Option. Ich habe bereits mit dem Casino via Chat funktion gesprochen aber leider geben Sie mir keine Lösung für das Problem. Können Sie mir helfen?

Dear fabianheil1984,

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, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before? Could you please advise which payment methods are available and why you cannot use them as alternatives?

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply. This is the first time I've played at this casino, so I haven't been able to withdraw yet. This would be my first payout. The casino only allows the payment via the attached screenshot. Payment was made via Mastercard. In the screenshot you can also see that the payment cannot be made because the deposit was made via Mastercard and none of the payment options offered. I urgently need your support here. Thank you very much.

Best regards

Fabian

Hallo Kristina,

Vielen Dank für deine Rückmeldung. Das ist das erste Mal das ich bei diesem Casino gespielt habe und somit konnte ich noch keine Auszahlung vornehmen. Dies wäre meine erste Auszahlung. Das Casino lässt die Auszahlung nur via beiliegendem Screenshot zu. Einzahlung erfolgte aber via Mastercard. Im Screenshot können Sie ebenfalls sehen, dass die Auszahlung nicht erfolgen kann, da die Einzahlung via Mastercard und keine der angebotenen Auszahlungsmöglichkeiten erfolgte. Ich brauche hier dringend Ihre Unterstützung. Besten Dank.

Liebe Grüsse

Fabian

Thank you for your reply, fabianheil1984. Well, I am afraid that if the casino cannot process your withdrawal via the payment method you prefer, you will have to choose an alternative. Casinos often stop offering certain payment methods because they had problems with processing withdrawals to players in the past. Sometimes banks or payment providers block transactions coming from certain establishments such as casinos, and casinos are not able to influence situations like this.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear fabianheil1984,

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.