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Hi there,

I hope this message finds you well. I was hoping to resolve this with the casino directly, but unfortunately it seems that I am getting a run-around. I have attached some screenshots to explain what I mean. On Friday July 10, I made a deposit to the casino (via e-transfer/interac) and received a complimentary pack of 25 free spins. I lost the deposit but had winnings from the bonus spins, and knew they had a maximum withdrawal limit (x10 the bonus amount). I had about $450 CAD after the wagering was done but I knew that I could only withdraw around $180 ($188 is the corrected amount, as I was told later). When I went to withdraw the allowed amount, I noticed that I no longer had e-transfer (interac) as a withdrawal method. I immediately contacted support via chat and was told that withdrawal methods can vary sometimes for certain players (that's fair). As a result, I had to use another withdrawal method. Cryptocurrency (i.e. bitcoin wallet) was my only option, as I noticed that the bank transfer method had a $300 CAD minimum withdrawal amount. My cashout requests have all been rejected and I was repeatedly told to use the bank transfer (however, I can't, as my balance falls below the $300 CAD). I have been trying to explain this to the casino for the past 2 days, reaching out via both support email and chat. Unfortunately, I have been receiving the same response from support (i.e. I have to use the bank transfer without acknowledging the minimum limit that prevents me from withdrawing).

I have attached some screenshots of my communication with the casino. At one point I was asked to provide a screenshot of all my available withdrawal payment methods (and I did); however, after another rejected withdrawal attempt, I was essentially told the same thing as before. I would really appreciate any assistance. I know this isn't a huge amount, but it just doesn't seem right that one has to jump through hoops to get an answer or receive a withdrawal (especially after depositing fairly regularly).

I am happy to clarify further or provide any other information that could be helpful. I have more email and chat communication records.

Thank you so much for your time in advance!

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Dear maryana28,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Karla! My apologies if this got posted in the wrong section but my issue is that I am unable to withdraw my money at all. I no longer have interac as an available withdrawal method and I cannot use the bank transfer (as the casino is asking me to use). The bank transfer method has a minimum withdrawal limit, and my balance falls below it ( I cannot bring the balance up as it is bound by the maximum withdrawal rule). My only alternative option is cryptocurrency, but unfortunately it keeps getting rejected.

Thank you in advance for your help!

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

Dear maryana28,

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,

Karla