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On the 16th of March I made a withdrawal request for $850 USD which I was told was denied due to having to go through the source it came from. Informing them this was not going to be a successful option due to visa changing their policies some time ago I still followed their request which ultimately was also denied due to technicalities. The option of bank transfer was then available on my account which I used but was told denied due to only using my initial of my first name instead of using my full name. When I tried to repeat the process the option had been removed from my account and an alternative method which doesn't work in my country was added. I jumped through their hoops yet again ultimately for it t be denied for the exact reasons I had specified. That was then also removed leaving only visa once again as the only option available. They still would not make bank transfer available for me to use even after I pointed it out. Continuing with their delay tactics they then said Once again I needed to verify cards which had already been verified and verify my bank account which was the same. More delay tactics followed with saying because the url wasn't visible document was denied although it was clearly a screenshot of the pdf directly from my bank. Then to also be told pdf wasn't good enough even being an official bank document. After I pointed this out they have finally accepted the document (which 3 other casinos had absolutely no issue with in the first place). My account yet again/ is still verified leaving nothing else they could possibly need but yet they STILL wont process my withdrawal or put the option of using bank transfer back onto my casino account. Withdrawal is still pending due to this even though they clearly approved the documentation for a second or third time. I have many screenshots of all communication with them but I am limited to how many things I can upload here. Happy to provide remaining proof whenever/ however the easiest option is to do so.

Dear icecold666,

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 you currently have any pending withdrawals in your account, or have all of them been canceled? From what I understand, you initially attempted to withdraw using a payment method that you hadn’t deposited with, and then requested a withdrawal using the method you did deposit with, but that was canceled as well.

Have you made any successful withdrawals before?

Can you confirm whether the casino has any additional KYC verification requirements, or if you have successfully completed that process?

Could you clarify what options are currently available to you for withdrawal? Are there any that you have not tried yet?

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,

Dominika

yes there is a pending withdrawal but through visa which has already been established can not be used. Yes I have made successful withdrawals from their casino before including through bank transfer hence how it has already been verified prior. Account was already verified but yet again I jumped through their hoops to try speed up the process and the same documents have been approved again this time around along with every other verification document leaving them with nothing more they can possibly even ask for even though that was the situation when I made the initial request. Still the only method available on my account is visa being options of 2 verified cards and option to add a new card (which is obsolete due to I don't actually have another card to even add).

Dear icecold666, could you explain in more detail why you are unable to use a Visa card? Is it related to the Visa policy change you mentioned, or is there another issue preventing you from using it as a withdrawal option?

Have you been able to come to an agreement with the casino about using bank transfer as your withdrawal method, or have they continued to block or remove that option for you?

Visa changed their policies over a year ago as to where deposits through them are ok but withdrawals are not. Not sure why just know that it was a thing. Even with this being the case I tried numerous times via visa as it was the only option the casino gave me to which every time it was denied due to "technical errors". I have made successful withdrawals through them before via bank transfer so other than playing stupid games I don't know why it's an issue now.

Dear icecold666, could you please let us know if there has been any change in the withdrawal methods currently available in your casino account?

Has the option for bank transfer been re-enabled, or has any alternative method become available to you?

Additionally, have you been able to reach an agreement with the casino regarding a possible withdrawal method, or are they still refusing to offer a suitable option?

Dear icecold666,

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.

finally paid out

Dear icecold666,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru