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Hello, today I attempted to withdraw 169 PEN from my account. I tried a bank transfer early in the morning. I filled in my account number and all the necessary information required for the withdrawal. It was approved within approximately 10 minutes, but then after nearly 3 hours the request was updated and rejected. The only message I received was in English, stating "Denied by operator. (Payment processing error)". I filled in my account details along with the CCI code (a code used in Peru, required by some banks here), and the same occurred. It was approved and then again rejected after about half an hour with the same English message. I tried with another account from a different bank, and the same thing happened with my normal account number and the CCI included.

I tried using your live chat feature on your website from my PC as well as from my mobile device, but it doesn’t work on either device. I was only able to send a direct email, and up to this point, I’ve received no response. It's been about 5 hours since I sent the email. I tried depositing with my VISA debit card, I staked the amount as indicated in the Terms & Conditions, and the bet was resolved. Later, I attempted to withdraw from my VISA card, thinking it would be simpler and faster. It was approved once more within approximately 15 minutes, and then rejected again after 30 minutes. I received the same English message again: "Denied by operator. (Payment processing error)".

I'm unsure how to proceed, as I've also tried using AstroPay and it won't let me withdraw either. What's most frustrating is the lack of explanation as to why my withdrawals are being denied. As I mentioned, the live chat is not functional and I've not received a reply to my email. My account details are all properly filled out and in line with my account. I hope you can assist me, thank you in advance.

Buenas, el dia de hoy quise retirar 169 PEN de mi cuenta. He probado desde temprano con la transferencia bancaria. Rellene el número de cuenta y todos los datos que solicitan para poder retirar. Fue aprobado en 10 minutos aproximadamente, y luego de ello en casi 3 horas se actualiza la solicitud y fue rechazada. Lo unico que sale como mensaje es esto en ingles "Denied by operator. (Payment processing error)". Probe rellenando otra vez mi cuenta junto con el CCI (es un codigo aqui en Peru, algunas entidades lo piden incluido). Igualmente fue aprobado, y luego de media hora aproximadamente fue rechazada otra vez y la razon era la misma con el mismo mensaje en ingles. Probe con otra cuenta de otro banco, y paso lo mismo probando con mi nro de cuenta normal e incluido con el CCI.

He intentado usar su chat en linea por el sitio web desde la PC y tambien desde el movil y no funciona en ningun dispositivo. Solo pude mandar un correo directo, y hasta ahora no obtengo respuesta. Ya pasaron 5 horas aproximadamente desde ello. Probe depositando con mi tarjeta debito VISA, aposte el monto como indica en los TyC y fue resuelta la apuesta tambien. Luego probe nuevamente a retirar desde mi tarjeta VISA, asumiendo que iba a ser mas sencillo y rapido. Fue aprobado una vez mas en 15 minutos aprox, y luego de ello en 30 minutos mas fue Rechazada nuevamente. Y otra vez el mismo mensaje en ingles "Denied by operator. (Payment processing error)".

No se como proceder con esto, probe desde AstroPay y tampoco me deja retirar. No me explican a que se debe la negacion de mis retiros, es lo que mas me molesta. No funciona su chat en linea como dije, y por el correo tampoco me responden. Tengo mis datos llenos, esta todo conforme con mi cuenta. Espero pueda ayudarme, gracias de antemano.

Dear JhonCdlc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning, I have not made any withdrawals before; This is the first withdrawal I have made. Yes, I have passed the KYC verification without any problem. My earnings are without any active bonus, it is a real balance and I already checked it. As additional information, they responded to me by email today and still haven't given me a solution. Apart from the fact that they only use a basic translator, they did not give me an explanation of the message in English that they always said. They only told me to contact my bank if there has been any error as to why the money is not arriving in my account. I have already contacted my 2 banks and they told me that there are no problems, I can receive money from abroad and buying abroad is also activated just in case.

Buenos dias, no he realizado ningun retiro antes; este es el primer retiro que hago. Si he pasado la verificacion KYC sin problema alguno. Mis ganancias son sin ningun bono activo, es saldo real y ya lo comprobe. Como dato adicional, hoy me respondieron por correo y siguen sin darme una solucion. A parte que solo usan un traductor basico, no me dieron explicacion del mensaje en ingles que siempre decia. Solo me dijeron que contacte a mi banco si ha habido algun error de por que no llega el dinero a mi cuenta. Ya he contactado a mis 2 bancos y me dijeron que no hay problemas, puedo recibir dinero del exterior y esta activada la comprar al exterior tambien por si acaso.

Thank you very much for your reply, JhonCdlc. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.

Additionally, 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.

Hello JohnCdlc and the CasinoGuru team,

We sincerely apologize for the difficulties with withdrawal. We understand that this is not the level of service quality we strive for.

Upon reviewing your situation, we have identified two separate issues affecting your withdrawal process:

• Withdrawal via PayRetailers have been declined due to incorrect card data entry. Please ensure that all card details are entered correctly to avoid future issues.

• Withdrawal via Paycos were rejected by the issuing bank. We suggest you verify the accuracy of your data before making another withdrawal attempt and contact your bank to determine the exact reason for the rejection.

To address these difficulties, we kindly ask you to double-check your card information for accuracy and submit a new withdrawal request. We are here to support you throughout this process and will do everything in our power to help you resolve this matter promptly.

Hello everyone, any updates regarding the resolution of the case?

Dear JhonCdlc,

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.