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Hello

I registered about ten days ago at the casino

I deposited €150 via Skrill, but after a short time I lost that money and tried to deposit again via Skrill, but the deposit method no longer appears.

I spoke to them and they told me it wasn't their problem and suggested I deposit using another method. They advised me to use a credit card. I made a deposit and there was no problem.

Now I have €228 in the account. I try to make a withdrawal and there is no way. They tell me that the withdrawal method does not match the deposit method, which I do not understand since it is the same credit card.

I don't know what else to do since they don't give me any solution.

Thank you

Hola

Me registre hace unos diez días en el casino

Ingresé 150€ por skrill, al poco tiempo perdí ese dinero y quise volver a depositar por skrill y el método de ingreso ya no aparece..

Hablo con ellos y me dice que no es problema suyo y me sugieren que ingresé por otro método y me aconseja tarjeta de crédito, hago un ingreso y sin problema.

Ahora tengo 228€ en la cuenta intento hacer una retirada y no hay manera me dicen que el método de retirada no coincide con el de ingreso y cosa que no entiendo ya que es la misma tarjeta de crédito

No se que más hacer ya que no me dan ninguna solución

Gracias

Dear jclimpiezas1983,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from the casino.

To better assist you, could you please provide more details regarding the situation? Specifically, I would like to ask you the following questions:

• What error message or notification do you receive when trying to withdraw your funds?
• Have you attempted to use the Skrill account for withdrawals, or is it only the credit card being mentioned?
• Have you contacted customer support for further clarification about the withdrawal issue? If so, what was their response? You can forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Hello

The error message basically says that it is rejected because the payment method does not match, then I sent a screenshot to your email.

My first withdrawal option was Skrill, but that option disappeared from the options they offer, so they told me to make a deposit with a card, as with that I wouldn't have any problems depositing or withdrawing.

I spoke to them several times but it's always the same answer.

Then I send to your email screenshots of everything I have

Add to all this that they limited me on certain bets so it all adds up a bit

Thank you

Hola

El mensaje de error básicamente pone que es rechazado porque el método de pago no coincide, luego le mando captura a su email

Mi primera opción de retiro era skrill pero es que esa opción desapareció hasta de las opciones que ofrecen de ahí que me dijeron que hiciera un ingreso con tarjeta que con ello no tendría problema de depositar como de retirar

Les hablé varias veces pero siempre es la misma respuesta

Luego mando a su email capturas de todo lo que tengo

A todo esto sumarle que me limitaron en ciertas apuestas así que se está sumando un poco todo

Gracias

Now they are asking me for a credit card statement showing all the details and having the signature and seal of the bank.

Ahora me piden un extracto de mi tarjeta de crédito donde se vean todos los datos y tenga la firma y el sello de la entidad bancaria

Dear jclimpiezas1983,

Thank you for the update and for forwarding the screenshots—this helps us better understand your situation.

Please note that it is not unusual for online casinos to request verification of the most recent payment method used, especially before approving a withdrawal. This is a standard security measure aimed at preventing fraud and ensuring the funds are returned to the rightful owner.

In your case, since the most recent deposit was made via credit card, the casino is likely asking for a bank statement with a stamp and signature to confirm that the card truly belongs to you.

• Could you please confirm if you have already submitted all the documents they requested, including the card statement with the required details?

Thank you in advance for your reply.

Sorry for taking so long to respond.

I sent everything you asked for, but I'm still waiting for a response. As soon as I know more, I'll comment here.

Thank you

Perdón por tardar en responder

Mandado todo lo que me piden sigo esperando respuesta, en cuanto sepa algo más lo comento por aquí

Gracias

Hi,

Thank you for the update, and no worries at all about the delay.

It’s good to know that you’ve already submitted all the required documents. Let’s now give the casino some time to review your submission. In the meantime, please keep us informed if you receive any updates or if there are any changes in the status of your withdrawal request.

We’ll remain available to assist further if needed.

Hello

Well, finally the casino accepted all the documentation and I was able to withdraw the money.

So everything is settled

Thank you for your help and interest in my case.

You do an incredible job

Hola

Pues por fin el casino acepto toda la documentación y pude sacar el dinero

Así que todo arreglado

Gracias por vuestra ayuda e interes en mi caso

Hacéis una labor increíble

Dear jclimpiezas1983,

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 (link here). 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,

Petronela

Casino.Guru