1win Casino - Pelaajan kotiutus on viivästynyt.

I deposited in cryptocurrencies and now they won't let me withdraw in cryptocurrencies.

Deposité en criptomonedas y ahora no me dejan retirar por criptomonedas.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear jose0101,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. It's important to understand that the casino doesn’t have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn’t necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

• Could you please advise if you have been informed about any alternative methods to withdraw your winnings?
• Was your account verified successfully in the past?
• What specific cryptocurrencies did you use for your deposit?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

USDT, I have always deposited in USDT and made withdrawals in USDT.

They don't give me alternative methods or a clear answer.

Furthermore, casinos have clear deposit and withdrawal policies with the same method.

My money was simply moved to a fiat account when it should be in cryptocurrency.

USDT, siempre he depositado en USDT y los retiros con USDT.

No me dan métodos alternativos ni una respuesta clara.

Además los casinos tienen políticas claras de depósito y retiro con el mismo método.

Simplemente mi dinero fue removido a cuenta Fiat cuando debería estar en criptomonedas

Thank you for your reply and for providing the previous details, jose0101.

• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
• Could you please advise us on the current status of your withdrawal request? If possible, please post a screenshot of your withdrawal history here in this thread.

Thank you again for your cooperation.

Dear jose0101,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru