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On August 22, I requested a withdrawal of 47,703.81 Rubles using the cryptocurrency method usdt (trc-20). Since less than 24 hours had passed since my last deposit, a 10% commission was deducted. As a result, I received 443, which equated to 41,347.17 Rubles. However, this amount fell short by approximately 1,700 Rubles. I immediately contacted the casino's chat service to inquire why I received less money than expected. The operator responded that they don't handle any exchange rates and asked me to wait up to 7 days for a review. At the conclusion of the review, I was informed that the amount sent, 433 dollars, was accurate and adhered to the Pokerdom casino exchange rate. Kindly note that the operator had earlier mentioned that they do not have any exchange rates in their casino. I would like to receive the outstanding money that I honestly won. I have attached all screenshots of the conversation for reference.

22 августа я запросил вывод 47703. 81 рубля с помощью криптовалютного метода usdt (trc-20). Так как с момента последнего депозита прошло менее 24 часов с меня удержали 10% комиссии. В итоге на мой счёт поступило 443, что равнялось 41347.17 рубля. Но это примерно на 1700 рублей меньше суммы, что должна была поступить. Я сразу обратился в чат казино с просьбой объяснить почему так мало пришло денег. На что оператор ответил, что у нет никаких курсов и попросили подождать до 7 дней на время проверки. По итогом проверки мне сообщили, что отправлена сумма в размере 433 долларов правильная и соответствует курсу Pokerdom casino. Прошу заметит, что ранее оператор сообщил, что в их казино нет никаких курсов. Я хочу получить свои не достающие деньги, которые я честно выиграл. Все скриншоты переписки прилагаю.

Dear her20145,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear her20145,

Have you received your withdrawal from the casino yet?

No. I checked now. No, nothing arrived.

Нет. Я сейчас проверил. Нет ничего не пришло.

In the casino chat they said that their rate was equal to 99 rubles on the website in USD currency at the time of withdrawal, and I requested a withdrawal in usdt that on the Binance exchange the rate was 95.58 rubles. I see that they want to deceive me. They don't provide any information and say my question is closed by the finance department.

В чате казино сказали , что их курс был равен на сайте в валюте usd 99 рублей в момент вывода, а я запросил вывод в usdt что на бирже Binance курс был равен 95.58 рубля. Я вижу, что меня хотят обмануть. Они не предоставляют никакой информации и говорят , что мой вопрос закрыт финансовым отделом.

Have you received the conclusion of the review from the casino? If so, please forward it along with any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.

Dear her20145,

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.