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I requested a withdrawal from the casino. It was initially processed, but when I logged into my account, I received an email from the bank informing me that the amount was blocked and my bank account would be CANCELED because the payment intermediary, DYNAMIC PAY, requested a refund of the amount. I contacted the site's support, and twice they opened a complaint ticket, but both times were unsuccessful, as they claim the payment was confirmed. Even after I sent my bank statement and proof of REFUND DONE BY THE BANK. The situation drags on, and they never provide a plausible solution. I am a high-level player on the platform, and the attention given to users is extremely poor!

I request a resolution to the problem since the amount went back to the payment intermediary, DYNAMIC PAY.

Solicitei uma retirada com o cassino. A qual no momento foi processada, porém ao ingressar em minha conta, recebo um e-mail do banco informando que o valor estava bloqueado e minha conta bancária iria ser CANCELADA, pois a intermediária de pagamentos DYNAMIC PAY solicitou o reembolso do valor, entrei em contato com o suporte do site, e duas vezes abriram o ticket de reclamação, duas vezes sem sucesso, pois alegam que o pagamento foi confirmado. Mesmo eu enviando meu extrato bancário e comprovante de REEMBOLSO REALIZADO PELO BANCO. A situação se extende e nunca apresentam uma solução plausível. Sou um jogador de alto nível na plataforma, e a atenção dada ao usuário é extremamente precária !

solicito alguma solução para o problema! Já que o valor retornou para a intermediária de pagamentos DYNAMIC PAY

Dear Alexminett,

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 when exactly you were informed by the bank that the intermediary declined the payment?

Could you kindly forward me the communication between you and the casino regarding the problematic payment? My email address is veronika.f@casino.guru.

Am I correct in understanding that the disputed amount has not been returned to your player's account yet?

Have you made any successful withdrawals from this casino before?

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, the problem has been solved

Olá! O problema já foi resolvido

Dear Alexminett,

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

Casino.Guru