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I won 4000 euros, I tried to withdraw 500 at a time, which is the maximum, and on 7 or 8 occasions, they canceled the withdrawal and gave me the excuse that the payment provider canceled the transaction. This payment method I chose is Mastercard, which was the same one I used to deposit. Today I tried bank transfer, let's see how it goes. If it doesn't work, what else could I do? Because the live chat and email support always tell me the same thing: they are bots or people who always copy the same messages.

Gane 4000 euros, intento hacer el retiro de dinero de 500 en 500 que es el máximo, y en 7 o 8 ocasiones, me han cancelado el retiro y me ponen de excusa que el proveedor de pagos me cancela la transacción, este método de pago que elijo es el de mastercard, que fue con el mismo que deposité, hoy mismo lo he intentado con transferencia bancaria, a ver qué tal, en caso de que no se pueda, qué más podría hacer? Porque el chat en vivo y el soporte por correo siempre me dicen lo mismo, son bots o personas que siempre copian los mismos mensajes

Dear player,

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 the 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

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru