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The issue started on the 2nd October whereby I won in total 2100 euros. As they were delaying with my withdrawal (they took over 8 days in total) I reversed my winnings of 700 and wanted to play with the 100 and withdraw back the 600. When I tried to withdraw the casino locked the money in my account. I reported it immediately to the casino and even asked them to withdraw the funds manually. They refused. They confirmed that they had technical issues with the ewallets. I opened all suggested ewallets that they suggested but none of them would allow me to make deposits as I am in Cyprus apart from paysafecard and muchbetter. They told me that I couldnt withdraw to either in the end i provided them with two of my bank account details. Due to the technical issues and my money being locked into the casino I lost the 600 despite me trying to withdraw over 9 times. I spoke to the support and asked for a refund as it was not my fault that the casino gave me.no means of withdrawing the 600. For 15 days they told me they were processing my refund. The last 3 days they said they were performing security checks. Yesterday the support sent me a horrible message accusing me of using a bug and would not give me any money and i would be blocked. I did not dare play at the casino since the 2nd october due to being afraid of them locking my funds as an available blce in the casino. When I asked for them to provide evidence of this bug they refused. Since the 2nd october i asked them for countless updates and emails and i was told each time dont worry be patient ur refund is in process. Im furious as I think the casino deliberately did this for me to lose my winnings amongst this I was appointed a vip manager who was trying to get me to deposit and try to offer me bonuses i told him until the issue with the withdrawal is resolved that i didnt want to play. I believe that I was taken advantage of and now they are trying to accuse me of using a buy with no evidence even when I asked them over and over again. I feel the way I was treated was totally unfair.

Dear Nightsussed,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have played €600 while waiting for the verification? How much is your available balance now?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Do I understand correctly that payments are still pending inside your account without being processed?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I have sent you numerous emails

Additional comments from the player:

"I received the winnings however I asked for a refund of the 600 which got stuck in the account. As it was stuck there as an available balance I ended up losing the money. I asked the casino for a refund for this as it wasnt my fault that they had technical issues. They claimed that originally they couldnt withdraw my funds to the muchbetter ewallet which I originally opened. I asked Much Better and they confirmed that there was no issue from their side. I finally received my winnings after opening all ewallets available which didnt work so in the end I gave the casino my bank details. The issue is now all about the 600 which I tried to withdraw over and over again I even asked support and they refused. In the end i lost that money. I asked the casino for a refund as it wasnt my fault that my funds were locked as an available balance in their casino for the 600 euros for 15 days they told me that they were processing my refund until yesterday where they accused me of using a bug which I certainly did not and they said they would block me from the casino. Ive asked for all chat transcripts I have some but it seems they are refusing to send me all of them. Please see attached screenshots and I will forward all transcripts that I have."

Do I understand correctly that you have played and lost your winnings while waiting for the withdrawal to be processed? If that's the case, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I replied to you by email. Thanks alot

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Since the previous payments have been successfully withdrawn and the disputed amount played and lost, there's nothing we can do to arrange a refund of lost funds.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.