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Hello, I have deposited using the Astropay method. I want to withdraw using this same method since my account was suspended and it won't let me do anything else but withdraw my money, but there is no option to withdraw using the Astropay method and I need that money.

Hola, he depositado por el método de astropay. Quiero retirar por este mismo método ya que mi cuenta fue suspendida y no me deja hacer otra cosa más que retirar mi plata, pero no está la opción de retiro por el método de Astropay y necesito ese dinero.

Dear nicofarana98,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you are able to withdraw your balance using a payment method different from Astropay?

Have you contacted customer support to ask about the possibility of withdrawing your balance? What was their reply?

Have you passed the full KYC verification?

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

I have all the KYC steps done, I have already tried to withdraw through another means and it tells me that I have to do it through the method I deposited with. I also tried to talk to customer service but every time I try to log in it tells me that there is no operator available.

Tengo todos los pasos de KYC hechos, ya he probado retirar por otro medio y me dice que tengo que hacerlo por el método por el cual deposité. También traté de hablar con atención al cliente pero siempre que pruebo entrar me dice que no hay operador disponible

Please forward me all the communication between you and the casino customer support regarding the problem with your withdrawals at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Dear nicofarana98,

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.