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I was playing a new game Jewel Blast during the bonus I hit it big $730 in I already had $500. Once the round was over I stopped playing I have a balance of about $1258. I went to withdraw $1000 I contacted them as I wasn't aware at the time I signed up with Video Slots that Tangerine my bank does not allow wire transfers..I asked if I could use my mother's bank account they declined. They said set up an E- Wallet the issue is if they deposit into the E-wallet as I am in Canada they won't let me withdraw it. I opened a new bank account they won't let me use that as it was not verified. Completely annoyed I submitted another withdraw request using my Tangerine account which was verified by them prior to this win. Now they are denying this request stating that the account is not verified. Yet in the first withdraw request where I used my new bank account they stated you must use the bank account verified in the system. Nothing works for Video slots and I am thinking this is nothing but a big scam. I don't want to leave the funds in there. Due to COVID 19 not working I could use these funds. I sent a request asking how we could work together they won't respond. I want to withdraw my funds. It was a legitimate win.

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. We will contact the casino and ask for their cooperation, but, before we do so, could you please advise if verifying your newly opened bank account would be a possibility. Was this option recommended by the casino? Additionally, could you please confirm that e-wallets are not available for withdrawals in your geolocation? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

Thanks for assisting that is all I wanted was for them to let me use my new bank account it allows wire transfers. If they will accept that the matter is resolved. I tried more than once to ask if they would work with me and they declined by and then stopped responding.

Sincerely,

James

Thank you very much James for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I don't need you to investigate this any further. Thinking outside of the box I was able to solve it myself.

That's great news, congratulations! Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.