Fishka Casino - Player’s struggling to withdraw her winnings.

I won the amount of 3100 €, I asked for a selection earlier, they still meet some conditions, I was rejected due to verification because I said I was too active a player, and this was only my first win in this casino! I should have sent them an ID card and a credit card with all the details, they even wanted a CVC code from the card! In addition, I have to send them € 1,500 for this service. When I said that I would rather not win, they should only return my deposit, which I have about 900 €, so I ask for another 20% of this amount. I already despaired of them. well thank you

Dear Andrea,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully? Have you withdrawn any funds from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I would strongly recommend against paying any processing fees and sending your complete banking details.

Lastly, please forward the exact URL/link through which you access the casino website.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Additional comments from the player:

"Good day,

I'm sending a link to the casino. I have never withdrawn money from a casino before, this is the first time.

https://fishka.money/en/categories/jackpot

well thank you

Sincerely

Andrea C ********* "

Dear Andrea,

Is there any relevant communication that you could forward to me, please?

Screenshots from the player:

Thank you, Andrea. Please remember, every debit and credit card has a card verification value or CVV number on its reverse. This number is vital for completing online transactions. This too is clearly printed on your card, and you should not share it with anyone. ... It is a secret number and a vital security feature.

Additionally, if there is any fee for the transaction, it should be deducted from the winnings and not paid extra.

I will now transfer your complaint to my colleague Viliam 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.

Thank you very much

Hello Andrea,

I looked at your complaint and will do my best to help you. I would like to invite Fishka Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Fishka Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.