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Deposited before using virtual credit card a few months back I no longer have. I still have the same bank account and provided them a full bank statement with highlighted deposit transactions to their casino. I submitted a utility bill, and my identification was verified and approved prior to their request for these documents, I’ve told them I no longer have the virtual card, I provided them the last four of the card used, and they are ignoring me with no response, only rejecting my withdrawal 3 times with "card verification required" but no follow up email from them or a response to me after advising them I no longer have that card. I think giving them my full bank statement with my name and highlighted transactions to their casino should suffice. Chat representative asked me to verify the last transaction and I did just that. The exact transaction he was inquiring, and they still keep rejecting it . Please help . I’ve deposited several times before here.

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Dear Niknakall1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you used multiple different deposit methods apart from the virtual card?
• If so, is the virtual card the only one you are unable to verify?
• When was your last successful deposit with the virtual card?

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

Best regards,

Kristina

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

Dear Niknakall1,

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,

Kristina