Pyramid Spins Casino - Player’s struggling to withdraw their winnings.

I have tried to withdraw numerous times now. I originally deposited with visa debit. I played through dll the bonuscand originally deposited 40 euro. When i went to withdraw i couldnt as visa wasnt an option. I got recommended by the cstr team to open mastercard company Monese which i did to do the withdrawal. I attempted this twice but got told technical difficulties. I then got told to try another way so tried bank transfer. Think this has now been rejected a further 5-6 times after it saying it was being processed, each time saying technical issues. I have supplied all my verification and sll this has been accepted and verified. Oh i also left a10 euro tip, this has been taken yet they still cant ptocess my withdrawal.

Dear Treacs18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

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

Yes definitely fully verified

Thank you very much, Treacs18, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello Treacs18,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you.

If I understand correctly, the casino's recommendation was among others for you to use bitcoin. Did you try to withdraw via bitcoin as well?

No b3cause id already opened a m9nese acct they recommended

Sorry monese

Thanks, Treacs18 for the reply,

I'll contact the Pyramid Spins Casino representative and inquire what options are available to you, so you can withdraw your winnings.

I had tried numerous times to withdraw to Monese Mastercard after they told me to open that account as visa not available. It kept saying accepted then rejected. I then tried number of times to halifax bank transfer, the same happened. Even got told the problem was at the other end, got in contact witb halifax and they said tgey would never reject incoming payments. I am now trying again with monese bank transfer although it says accepted at the moment it has said this before and then changes to rejected. I will keep you updated but feel it will reject again. Cant understand why after they advised me to open the account with monese.

Hello Treacs18,

the casino representatives haven't responded to my questions yet. Did you have any luck withdrawing your winnings?

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Withdrawal method still saying accepted. This was from 7.5.22. I contacted live chat few days ago to see how long the Withdrawal will take, they said up to 10 days. Today is day 10. Still nothing received.

Dear Treacs18,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach. I wish I could be of more help.

The casino can request to reopen the complaint at any time.