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Hello. On March 18, I requested a withdrawal of 300 euros via rapid transfer. Three days later, they canceled the withdrawal request. I messaged them, and they said there was a provider error, so I tried again. A couple of hours later, it was canceled again. Then I tried using Skrill, and three days passed, and it was canceled again. They wrote, "Contact your provider." I don't understand why all providers have canceled my withdrawal. I deposited via MasterCard and rapid transfer. Now I don't know how to withdraw the funds. Maybe you can help me?

Здравствуйте.18.03 я сделал запрос на вывод средств через rapid transfer на сумму 300 евро, через три дня они сами отменили запрос на вывод средств.Я начал писать им они сказали что ошибка у провайдера попробуите снова я это сделал и через пару часов опять отмена.Потом я попробова через Skrill прошло три дня и опять отмена.Они пишут обратитесь к вашему провайдеру я не понимаю что все провайдера отменили мой вывод.Я вносил депозит через MasterCard и через rapid transfer.И сейчас я не знаю как мне вывести средства? Может вы мне поможете?

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Dear Mixa1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing funds from the casino.

To better understand the situation and assist you in resolving the issue, could you please provide more details by answering the following questions:

• Can you confirm if you have verified your account with the casino?
• Have you received any error messages from the payment providers regarding the transactions?
• Have you attempted to withdraw using any other payment methods apart from those mentioned?

Thank you in advance for your reply.

I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Petra

Hello. They don't ask for verification. No, I haven't received any errors. I withdrew via rapid transfer and Skrill. What should I do?

Здравствуйте.Они не просят пройти верификацию.Нет я не получил об ошибках нечего.Я выводил через rapid transfer и через Skrill.И что мне делать?

Dear Mixa1989,

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

• Could you please provide your transaction history from your casino account?
• Have you tried proposing any alternative withdrawal methods to the casino?
• Additionally, could you share any further communication you’ve had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Given the nature of your concern, we also recommend contacting the relevant payment providers directly for further assistance.

Thank you again for your cooperation.

Dear Mixa1989,

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