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I spent alot of money on this casino and I made a withdrawal request of 250 pound all my kyc was verified and cleared,I deposited using bank card and was told that withdrawal had to be the same method as deposits so I choose bank transfer,I then received an email saying my withdrawal request was cancelled because due to technical reasons they were unable to use bank transfer.the 250 was returned to my casino balance I then played on and had my balance to over 500 I sent numerous emails to there finance department as told to by live chat with no response,so I just played on I did not want to just leave the 500 in account incase it mysteriously disappeared.if I'm unable to withdraw I'm unable to recoup any of my money spent I've asked the casino for my deposits to be refunded on live chat they made and excuse that the reason my withdrawal was cancelled was because I used a different withdrawal method than when depositing I think the name was Mifinity which I have never heard of or even have an account with also I have 2 emails stating there was technical reasons they could not pay me with bank transfer i have been scammed out of alot of money this casino with no fair chance of winning

Dear Henrycharlie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please clarify how much money is currently on your account?

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

Hey, I have not made a successful withdrawal from this casino and the money I accumulated was not with any bonuses.the balance now is zero they where not letting me withdraw so I lost everything.this started on Sunday 17th July I asked the casino to close account which they declined to do.they have also tried to persuade me today not to make complaint or close account by offering 30 pounds I have not accepted this they have also blocked me from live chat to make things more difficult.

Thank you for your reply, Henrycharlie. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first try but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Please, let me know if there is anything else we could do for you, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

So if I spend money in a casino and win it's ok for them not to pay out?I didn't realise that's how casinos work IL have to remember that for future play. Thanks for all the effort I've made but clearly I was misinformed as to how casinos work.

I also asked the casino to close account before any of this happened. Again I was totally misinformed that they could refuse this and take vulnerable players money anyway.

I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the casino can try to persuade players to continue playing, leave their account opened, the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. This tool is for players with gambling problems and if such a player successfully makes a self-exclusion, the casino must block the player as soon as possible and agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

Dear Henrycharlie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close 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.