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Hello, I am having problems making a withdrawal. The only solutions they suggest are to try again later, clear my cache, or try from another device. This has been communicated to me via their chat and emails. Now they tell me to make another deposit to try again. I want to know if you can help me. When I make the withdrawal, the status is approved but a few hours later it's rejected with the message "Declined by operator. (Payment processing error)." I appreciate your time and attention.

Hola tengo problemas para realizar retiro, las únicas soluciones que proponen es que intente mas tarde, borre cache e intente de otro dispositivo, esto por medio de su chat y correos ahora me dicen que haga otro deposito par intentar de nuevo, quiero saber si pueden apoyarme cuando realizo el retiro el estatus es aprobado y a las pocos horas rechazado con el mensaje Declined by operator. (Payment processing error, agradezco su tiempo y atencion

Dear mariokarim1109,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify the amount in your account you wish to withdraw?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

Could you kindly confirm that you selected the same payment method for your withdrawal as you used for depositing?

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

Veronika

Hello, thank you for your response, the amount is 3400MX, yes I had been able to make a withdrawal for 1400MX, the KYC verification was not, I asked in the chat and they told me that until they request it from me, which they have not done, if it is the same method by which I made the deposit, the last email message they sent me I already took the steps they suggested but I still have no response and cannot make withdrawals.

Hola gracias por su respuesta, el monto es 3400MX, si había podido realice un retiro por 1400MX, la verificación KYC no, pregunte el en chat y me dijeron que hasta que ellos me lo solicitarán lo cual no han echo , si es el mismo metodo por el cual realice el deposito, el ultimo mensaje por correo que me enviaron ya realice los pasos que me sugieren pero sigo sin respuesta y sin poder realizar retiros.

Hello 22bet, you have already solved the problem. I refused to continue using your service. I don't understand the reason, but I was able to withdraw my funds. I appreciate your attention.

Hola 22bet ya resolvió el problema, me nego el seguir usando su servicio no entiendo el motivo pero ya pude retirar mis fondo agradesco su atención

Dear mariokarim1109,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru