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Hi,

I am trying to withdraw money from my account. First problem I encountered is that they did not let me withdraw the money onto the same card that I used to deposit. The only available options to withdraw were crypto currency and a system called perfect money and I am not familiar with either method. Anyway I created an account with perfect money and went to initiate the withdrawal. Before the withdrawal is accepted they claim to send a code to your email. I never received this code and so spoke to customer support. Customer support gave me no reason as to why I wasn't receiving the code but they said to try changing my email. I sent them all the details required to change my email but until now they have still not changed my email or anything. I tried going back to customer support on multiple occasions but they either don't reply or close my chat without even replying to my questions.

Dear chrisbajada,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Are you able to access your account?

Could you please forward the correspondence from your interaction with the casino? My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

After several different chats with customer support I was told that the reason for me not receiving the email confirmation is that Hotmail addresses do not work with their platform. With every new chat I opened I have been told to send an email to an address with my request to change the email address. I sent the email change request email 3 days ago now and was intitially told it would take a maximum of 24 hrs. My account is fully verified yes and am able to access my account.

Was the email address changed since your last message? Were you able to confirm the new email address and request a withdrawal of your winnings, please?

Dear chrisbajada,

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.