The player from Colombia is facing difficulties withdrawing winnings after six days of attempting to do so. The cryptocurrency withdrawal option is unavailable, despite having previously made withdrawals and having his ID verified for over two months. The casino indicates they need to consult the payment provider but has not provided a resolution timeline.
Jokabet Casino - Player faces delayed withdrawal of winnings.
Amount: €2,620
Jokabet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 23h 39m 12s
Case summary
20 minutes ago
Public
Public
11 hours ago
Translation
I've been trying to withdraw my winnings for over 6 days. Normally, I deposit using cryptocurrencies, so I must withdraw using the same method. However, when I try to withdraw, the cryptocurrency option doesn't appear, nor do any crypto currencies. I'm told they need to speak with the payment provider to resolve the issue, but I haven't been given a date for resolution. My ID has been verified with the casino for over 2 months, and I have made withdrawals before. 
Automatic translation:
Public
Public
6 hours ago
Dear juan123321,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have made withdrawals via cryptocurrency before?
- Could you please advise when exactly you made the last successful withdrawal via this payment method?
- Have you considered withdrawing via an alternative payment method?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Casino Guru is examining the case
