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Withdrawal of funds was blocked, I want an account that is fully verified, at first it was created, deposits were made from different cards of friends, colleagues, godfather, withdrawals were already on this tool today, withdrawal of funds was blocked, they requested verification of all payment methods of the casino, the deposit does not ask where the funds come from, why does it ask where I withdraw them, I was lucky to win an amount a it is impossible to withdraw from the account, it used to be done normally Until today, help to understand the situation

Заблокували вивід коштів хочу аккаунт повністю верифіковано спочатку його створення депозити проводилися з різних карток товаришів колеги кума вже на цьому інструменті були виводи сьогодні заблокували вивід коштів запросили верифікацію усіх методів платіжних казино не питає депозит звідки йдуть кошти чому питає куди я їх виводжу пощастило виграти суму а вивести неможливо з аккаунта раніше здійснювався нормально До сьогоднішнього дня допоможіть розібратися ситуації

Dear edvardkarpes,

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 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

. It is impossible to make a visit to the funds, the casino has limited the account until it confirms all payment methods, which is impossible because I don't even remember whose card is where when you are playing with colleagues, making deposits from different cards because each other borrowed funds for the game. And I apologize that the sum of money is not 100,000, but 10,000 hryvnias, a typo

. Здійснити відвідав коштів неможливо казино обмежило дії акаунту поки не підтверджує усі платіжні методи що є неможливим із за того що я навіть не памятаю чия де карта коли з колегами граеш здійснює депозити з різних карт так як один в одного займала кошти для гри. І перепрошую сума коштів не 100000 а 10тисяч гривень опечатка

Here is a screenshot of the previous output, now provides a screenshot of the account confirmation

Ось скрін зь попередніми виводами зараз надає скріншот з підтверджентмбакаунтом

And here's what happens when you try to get your claws out

А ось що робиться при спробі вивести когти

My last game is proof that I won

остангя моя гра доказ що я виграв

Here, the administration steals my funds and leaves me one hundred hryvnias out of 10,000 because deposits were made from different cards.

Ось адміністрація краде мої кошти і з 10000 к лишає мені сто гривень бо здійснені депозити з різних карт.

And after that, it allows you to withdraw funds again

І після цього всього дозволяє знову виводити кошти

Dear edvardkarpes,

Have you received your withdrawal from the casino yet?

No, they simply reset my account with 10,000 hryvnias and left 100 hryvnias

Ні вони просто з 10 тисяч гривень обнулити мій акаунт і лишили 100гривень

Thank you for your reply, edvardkarpes. Do I understand correctly that the casino confiscated your winnings because you made deposits via someone else's payment methods?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

So the chat was confiscated, now I will try to find it

Так конфіскували чат зараз постараюсь знайти

Do I understand correctly that the casino confiscated your winnings because you made deposits via someone else's payment methods?

Yes, relatives and friends

Так родичів та друга

Until now, there were no winnings, I made deposits and there were no verifications, I only won a small sum, so immediately there are problems with withdrawing, when you make deposits from other cards, it doesn’t matter, no one cares where they are made from, as long as the casino withdraws immediately, a lot of verifications

До поки виграшів небуло я робив депозити і ніяких верифікацій не було тільки виграв невелику сусу так зразу проблеми вивести, коли робиш депозити з інших карток неважливо нікого нецікавить звідки їх проводять як тільки у казино вивід такьзразу купа верифікацій

And the operators in them behave tactlessly, they demand to retake the photo 100 times until they like the photo, in a word, while I was being verified, they mocked me so much that I got nervous, there on the screenshots you can see how many times I sent them a selfie, it's terrible

І оператори в них ведуть себе нетактовно вимагають перефотографуватисб по 100 разів доки їм сподобається фото одним словом поки я проходив верифікацію то з мене так познущались що у мене зявився нервоз там на скріншотах видно скільки разів я пересилав їм селфі це жахливл

I have checked terms and conditions, and this is what I found:

„4.4 If the Organizer has a suspicion of fraudulent and / or other illegal actions on the part of the Player or a replenishment of the game account by third parties has been detected (or the personal data of the card does not match the data of the owner of the game account), the Organizer has the right to cancel all bets made, restrict the Player's access to the client account , grant such Player undesirable status and prohibit them from gambling on the Website."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

But I asked them to find a solution and they didn't even offer anything, they just brazenly verified my account and again and again they asked me to reset the selfie even though my phone is very powerful and the photo quality is perfect and they scoffed and rejected the photo again and again, and I have to everyone access to these means of payment, I did not do any fraudulent actions and previously withdrew funds from it, simply if the account was confirmed and verified and funds were previously withdrawn from it, then its new verification one by one points to the fact that the casino deliberately creates obstacles so that the player cannot withdraw the winnings if they don't have other people's means of payment, then I believe that they are obliged to do so: first you add a verified card, then you make a deposit, or it turns out that way, please put money in from wherever you want, and we will give you ours, because the card is the wife of the brother-in-law's brother.

Але ж я просив їх знайти рішення та всех вони навіть нічого незапропонували просто нахабно проводили верифікацію мого акаунту знову і знову мене просили скидати селфі хоча у мене телефон дуже потужний іткачество фото ідеальні та вони насміхалися та раз за разом відхиляли фото, і я маю до усіх цих платіжних засобів доступ я ніяких шахрайських дій некоїв і раніше виводив з відти кошти просто якщо акаунт підтверджений і верифікований і раніше з нього виводилися кошти то його нова верифікація одна за другою наштовхує на ое що казино навмисне створює перешкоди для того щоб гравець незміг забрати виграш а якщо у них заборонені чужі платіжні засоби то я вважаю що вони забовязані зробити так що спочатку додаєш верифіковану карту тоді робиш депозит атінакше виходить так що будьласка закидайте гроші звідки хочете а свої ми вамтнедамо бо карта жінки брата свата.

I am sorry, but for the reason I mentioned in my last message we are not able to proceed with this case.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.