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Withdrawal keeps being rejected and I keep getting told different reasons.

first I’m told that everything looks fine and I did t have to do anything else just waiting on the processing.. then it’s rejected, then I am told that it was a technical issue and to resubmit my withdrawal so I do so.. then grt told everything’s fine and it will be approved and processed shortly.. I log in a few hours after being told that through email and it’s been rejected yet again and the withdrawal amount is once again back in my available balance. It was the 16th of this month that I submitted my withdrawal request. I tried to resubmit the withdrawal again not long ago and I get this message appear (screenshot provided)

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Hello,

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

• Have you contacted customer support as indicated by the notification in your profile? If so, when exactly did you contact them, and was it via chat or email?
• How many payment methods have you registered in your account? Have you verified any of them?
• Have you tried selecting a different payment method for your withdrawal after it was repeatedly declined by the casino? If so, which payment methods did you select?
• Have you made any successful withdrawals from this casino in the past?

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

Yes I did contact them, I did so through both chat and email. I have copy’s of the emails but not the chats unfortunately as I didn’t screenshot them and I was never emailed a copy of the chat conversation.

i contacted through their chat on these dates: 16/10/2025 17/10/2025 19/10/2025 20/10/2025.

and contacted through email on the dates: 20/10/2025 21/10/2025. And that was contact their support email and their complaints email.

I’ve only deposited the using the one method which was visa.

I tried bank transfer withdrawal method and crypto withdrawal method. I was told that the crypto withdrawal after the bank transfer withdrawal method was rejected twice and then that was also rejected which I was informed was due to it didn’t match deposit method.

and no I haven’t had any successful withdrawals with the casino. This is the first time trying to withdrawal and no such luck. Keep in mind that the first initial date for this was the 16/10/2025

one thing I noticed was the bank account number after selecting processed with withdrawal it kept removing the first digit but that was after me typing in the correct account number, checking it was all correct, selecting processed. Then it suddenly had the first digit missing.

I’ve now been asked through email for copy of bank statement as I apparently have 2 credit cards and 3 banks on file.. I don’t even own a credit card.. and when I check my account on their site it’s only showing 1 visa that’s been used.

Could you please forward me the email you received from the casino regarding the request for the verification of your payment cards and banks? My email address is veronika.f@casino.guru. Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Shazzy641,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika