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Request withdrawal 10+ times by bank transfer and keep being told it's failed due to technical issues on their end and money is returned to my account. There is no other option to withdraw for my country and they are no replying to my emails they just keep saying the payment failed. I have withdrawn from their sister casino before with no issues at all.

Dear Blight33,

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

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification process?
• Which payment method have you selected for your withdrawal? Was it the same method you used to make your deposit?
• Have you tried using any alternative payment methods to withdraw your winnings?
• Has the casino's customer support suggested any steps you can take to receive your funds?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika,

Please see my answers below

Have you made any successful withdrawals from this casino before?

- Not from this casino but its sister casino ibet i had no issues with at all

Have you completed the full KYC verification process?

- Yes they have all my documents and have not requested anything further

Which payment method have you selected for your withdrawal? Was it the same method you used to make your deposit?

- I deposited via paysafe and have requested withdrawal via bank transfer

Have you tried using any alternative payment methods to withdraw your winnings?

- The only other option it has for withdrawal is paysafe but I cannot withdraw funds from Paysafe

Has the casino's customer support suggested any steps you can take to receive your funds?

- No they just keep sending the generic email that it has failed due to technical issue. They won't reply to my emails and the chat says I need to wait to hear from them by email.

Hope to hear back from you soon

Could you please clarify why you are unable to withdraw money using Paysafe?

Also, kindly forward me all the communication between you and the casino regarding this issue to veronika.f@casino.guru. Thank you for your cooperation.

Dear Blight33,

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.

Hi Veronika

I replied to your last message by email

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Blight33,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika