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I am having trouble withdrawing from this casino , its been 3 days and my money keeps getting rejected . After multiple messages to customer service in regards to the matter they keep responding that financial department is investigating the issue. When my withdrawl gets rejected they never give an explanation to why just a message to say TRY AGAIN. & i can only withdraw via bank transfer.

Plus side :

Customer service has fast response

Verification fast

Easy to deposit .

Negative side :

Struggling to withdraw my winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you’re facing with your withdrawal. Please allow me to ask a few questions so that I can better understand your situation.

• Have you made any successful withdrawals from this casino before?
• Could you please confirm whether you have already completed the full KYC verification process?
• Did you accumulate your winnings while playing with an active bonus, or without any bonus attached?
• Am I correct in understanding that the only available withdrawal option in your casino profile is a bank transfer?

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

No i have not made any sucessful withdrawals. Its my first win since signing up so my first time trying to withdrawl off the site . It allows me to withdraw(bank transfer) but then it gets rejected by the casino with no explanation then i try again with the same information & its just repeating the same unsucessful withrawal.

Yes i have already been verified and that was straight forward & easy.

I signed up with a welcome bonus , won big waggered & this is the left over moneys i won after the wagger.

Yes only bank transfer is the only option, but i deposited with visa debit. when i signed up it stated that visa debit withdrawal & many other options were available but when i won i actually had no option to withdraw untill i contacted customer service which then gave me bank transfer.

This is the transaction history

Thank you for your response. In order for us to investigate the matter further, please send me a screenshot of the payment methods visible in your account for withdrawals. Also, kindly forward me the communication between you and the casino customer support regarding the repeated cancellations of your withdrawal requests at veronika.f@casino.guru. Thank you for your patience and cooperation.

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

Dear Israel2012,

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