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I requested my withdrawal in Dec 2025 they refused me because my id expired on my Bday I had to wait for my new ID so Feb 3 i requested payout repeated request for same information

then my id was cleared i requested payout amount and method the canceled all my withdrawal banking info only to request the same info so i sent it again then they sent request for crypto withdrawal info However i did not request cash out by crypto

i contacted live chat was told that crypto is the only with draw method available

but they are able to take deposits via all methods but only one option to withdraw??????

so i don't know what to do next

my daugther had a stroke in December im taking care of her two boys I really could use that to help my family.

So frustrating

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Dear od5xbyjp9v,

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 better understand the situation.

• Have you made any successful withdrawals before?
• What withdrawal method did you initially select when requesting your payout on February 3?
• Could you please confirm which other KYC verification documents you have already submitted and when?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

Dear od5xbyjp9v,

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.

Yes I have made a withdrawal before in December

wirevtransfer then I was told that method was not available

My id has been verified

Then coindraw method was not available

So then Bitcoin and I've repeatedly sent wallet information

Just got another email request for the wallet info again

From Curtis

Spoke to manager who said he will escalate

Nothing done

Thank you for your reply and for providing the previous details, od5xbyjp9v.

• Did you encounter any issues with the casino’s platform while trying to submit your withdrawal requests?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Have you reached out to customer support for clarification regarding the crypto withdrawal requirement? If so, what was their response? Was there any other alternative proposed?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear od5xbyjp9v,

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,
Petra
Casino.Guru