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I made a lot of deposits via paysafecard but earlier I asked if I would be able to order a withdrawal in crypto which I had already verified and I had already made deposits and withdrawals on crypto I specifically asked before the deposit because I knew that I would only have such withdrawal options and everything was clear I specially made a screen to have proof. And I was assured that I don't have proof in the form of a screenshot and now they keep canceling my withdrawal request saying that I can't withdraw in crypto!!!

Dear preziorek,

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 have already made successful cryptocurrency withdrawals from this casino? If yes, could you please advise when exactly you made the last successful withdrawal?

Have you received any explanation from the casino explaining why you cannot use this withdrawal method? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it 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.

Best regards,

Kristina

Hello Jan,

I hope you are doing good.

Well, you got that right.

We are not able to proceed with your withdrawal not because of the agent, it's because we are unable to withdraw funds that were made from one payment system to another which haven't been used for depositing

Accordingly to Privacy Policy and Anti-Money Laundering policy. 

We have no problem with withdrawing your winnings, but please request a withdrawal using any other available for you withdrawal method.

You should be able to withdraw using Bank Transfer. 

Resved

I apologize, but I am not sure I understand your last message. Did you mean to write "resolved"?

Dear preziorek,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.