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I recently just tried to make a withdrawal and when doing so I wanted to use the coin draw method. I have used this once before and it was at the very beginning of when I created an account. When I attempted to make a withdrawal this time coin draw was not listed as an option and I noticed for some reason that I was not a VIP member anymore. When I chat with someone from customer service they told me that I was unable to use coin draw because I was not a VIP member although the first time I used coin draw was way before I was a VIP. I have something around $860 listed on my removable balance and with the bonus coupon that I used I realize that I must deduct around $120 to repay the bonus that I was given... Every time I talk to customer service I am told something different and I'm never given a specific reason as to why I have recently been taken off the VIP list especially when I've been spending plenty of money... I have had an issue with another casino in the past where I woke up one morning and all the money on my account was completely removed after winning almost $1,000 the night before and was never solved. So, I am very hesitant to attempt a withdrawal using a different method other than coin draw to cash out my winnings... They keep suggesting that I use Bitcoin withdrawal but I am very uncertain that everything will go smoothly and not to mention take a month to receive it... I don't feel as if doing a Bitcoin withdrawal with them is safe and just want to receive my money and then I will be done...

Dear nfferrara9,

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

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 necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

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

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

No, but thanks for trying

And just like I said, now all of my goddamn money is gone!!! This is complete bullshit!!! As soon as I made a complaint on here, customer service quit talking to me and now the $860 that I had is gone... Nobody wanted to listen, they were obviously doing all that shit for a reason they took coin draw away from me so I couldn't cash out my money... Every single one of these online casino games is a complete scam as soon as you start to win any money they don't like it they don't like having to pay out their customers don't even waste your time... Thanks for not taking my complaints serious because now I'm out $860

I'm not sure why you believe that we didn't take your complaint seriously. The opposite is the truth. We do take all complaints seriously.

Could you please clarify if your winnings were cancelled or played and lost? If your winnings were voided, were you given any reason for the cancellation, please?

Dear nfferrara9,

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

The player can reopen this complaint anytime.