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I won around $3,000, but when I attempted to withdraw the funds, my request was cancelled, and I was asked to verify my account. I promptly submitted all the required documents, including statements for both my Skrill and PayPal accounts. Despite completing the verification process, my withdrawal was still rejected without a clear explanation.

I attempted to follow up as instructed by contacting support, but I have not received any response since. This experience has been extremely frustrating and disappointing. I urge the support team to review my case and respond accordingly.

Dear Demon3555,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi, my account was successful verified now waiting for withdrawal I will update again once I received the money thanks.

Dear Demon3555,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi,

There’s a new update: all my Skrill, MYR bank withdrawals, and crypto withdrawal options have been cancelled. I can now only withdraw using P2P

Dear Demon3555, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Have you made any successful withdrawals before?

YES, I have withdrawal successful withdrawal via MYR Banking,Skrill, crypto USDT

Could you please confirm that you have passed the KYC verification?

YES

Did you accumulate your winnings with or without an active bonus?

Without

that is reply from support

Deposit page allow MYR Banking,Skrill, crypto

Withdrawal page only allow P2P

Dear Demon3555, do you know why these withdrawal methods are no longer available in your account, even though they were available in the past?

Have you tried to discuss with the casino whether it’s possible to use a different withdrawal method, especially if the currently available one (P2P) is not suitable for you?

It would also be helpful if you could share any communication from the casino regarding these withdrawal limitations. You can post screenshots here or send them to my email at dominika.l@casino.guru.

Dear Demon3555,

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 Dominika,

I have send the email to you regarding the egb side response

Hello.

As I can see, user have no any balance or active withdraws on account.

Yes I already lost all my balance but why currently as previously not allow me to withdraw via MYR banking currently also only available P2P withdrawal

Dear Demon3555, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I'm sorry to hear that you have played away all your funds. Unfortunately, without an active balance in your account, we are unable to continue investigating your case or provide further assistance.

Please keep in mind that if you encounter any issues with an online casino, it’s essential to avoid continuing to play, as this may result in the loss of your funds before the issue can be addressed.

Due to the reasons mentioned above, this complaint will now be rejected. I'm truly sorry we couldn’t be of more help on this occasion.

Please don’t hesitate to contact us again if you experience any issues with this or any other casino in the future.