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On the 28.07.2020 I won a winnings of $7000 after putting in what was over an easy thousand within that same week I decided I would withdrawal my winnings.

I uploaded all ID, my drivers lisence, a recent utility bill with my address, my bank card both front and back along with my bank statment proving my account details were to match what I was wanting my transactions to go into.

All my indentifaction forms were verified and the money was taken from my account, Withing 3 days the money have been reversed back into my account.

On the 31.07.2020 I spoke to a worker named Matthew on live chat who told me my account number did not match what I had used ( X ref number that is always used to make deposites into my account) and that was why it bounced.

He proceeded to tell me of I was to change that simple error that my money wouldgo through, I did as asked and within a day my money was bounced back again into my gaming account.

There has been copious emails back and forth along with live chats with workers by the names of Matthew, Lilly, melany and Jacob who advised me that I needed to provide my bank statement again despite already having it.

So i uploaded my bank statment again ( has been shown now a good 6 times in total) my work pay slip and my screen shot of what bank details my parenting payment all go into via centrelink, all of which were the account I registered this entire time.

They have forwarded my account and this issue further but am always told the same thing " your details aren't correct"

Provide a bank statment etc.

Again, I done so along with contacting my bank to clarify my details were correct.

A worker Jacob on live chat yesterday told me all was correct and that my funds would be released within the 24 hours and to reach my bank Withing 3/5 business days.

Long behold a few hours later I recieve ANOTHER email saying it had failed and they reversed my funds, too again provide a bank statement!!!!!

Today I have gone into my branch, had them print out my details for me, highlight my account details ( which are exactly the same ones I've used now for the the last 10 days) uploaded it and have tried to claim my money again.

I've asked for vairfiaction as there is NOTHING more I can do to provide them with information as they have EVERYTHING showing I am who I say I am along with all the CORRECT details that they continue to say aren't!

I'm going around in circles with them, my patience is starting to wear very thin!

They are happy to take my money ( that might I add is from the account I'm trying to have my winnings go into) but they aren't happy to PAY OUT!!!

I would like my winnings and to not be told my details aren't correct!

Dear Jenna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please forward any relevant communication or screenshots to petronela.k@casino.guru? I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Jenna,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.