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After my previous complaint they verified my account and paid 6400 EUR. But after that they declined all withdrawal requests for a week, despite they must pay 15000 EUR per week according to their rules. They refer to technical issues at Muchbetter, that I used to withdraw, but I checked limits are ok. Furthermore, I made almost all of my deposits via cryptocurrency, but they don't provide this method to withdraw.

Remaining account balance to pay is 42578 EUR.

Please help me to return my money!

Dear Basquo,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

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. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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,

Petronela

Verification was successful, I was not offered any other methods of withdrawing my winnings

Верификация пройдена успешно, других методов вывода выигрыша мне не предлагали

Thank you very much, Basquo, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Basquo.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, please explain to us where is the problem.

Hello!

We understand that you are tired of waiting and want to receive your funds now. We apologize for the inconvenience caused. With the withdrawal by the matchbetter method there are technical difficulties on the side of the payment system at the moment. Please try to create an application using any other method available in cashdesk.

Dear Basquo,

Do you see any other available method which you could try?

Today I received my first payout through the Piastrix payment system. I order for withdrawal again.

Сегодня я получил первую выплату по платежной системе Piastrix. Заказываю на вывод снова.

Thanks for the info.

Dear Basquo,

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.

I'm getting paid, all right.

Я получаю выплаты, все в порядке.

Good afternoon! We are very happy for you, as we see successful withdrawal requests. Have all funds been received?

No, I haven't received all the payments yet. Hope I get it soon.

Нет, еще не все выплаты получил. Надеюсь, скоро получу.

Great, glad the problem has been fixed. If there are any difficulties, please let us know, we will try to help as soon as possible.

Dear Basquo.

Please let me know when you receive the funds, and I will close the complaint.

Dear Basquo,

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.

Received all funds, the complaint is satisfied.

Получил все средства, жалоба удовлетворена.

Dear Basquo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru