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I deposited 1 euro into my account using a MasterCard for withdrawal, but since MasterCard is not supported, I withdrew 1000 euros using a VISA card. After that, I couldn’t make any further withdrawals, as all transactions were declined. Therefore, I tried to withdraw using another card, but this was also declined. Then, my attempt to withdraw to my bank account via SEPA was denied, and they imposed a withdrawal ban on me, saying that I had to provide an ID to the security department. After submitting my ID, I was required to send a photograph, then a bank statement, payment copies, and proof of card ownership. Despite submitting everything, the casino refuses to release the funds and, when asked repeatedly what else I needed to provide, they answered vaguely that it had already been mentioned in the conversation. Instead of processing my withdrawal, the security department sent me 50 messages in a single day, displaying arrogant and nonsensical behavior. I have never seen anything so pathetic. They stole 1200 euros from me.

Vložil jsem na účet 1 euro kartou MasterCard pro výběr, ale MasterCard nepodporují, proto jsem vybral přes VISA 1000 euro, poté jiz vybrat neslo, všechny transakce zamitnute, proto jsem chtěl vybrat přes jinou kartu, což mi také zamítli a následně zamítli i výběr na bankovní účet přes SEPA a udělili mi zákaz výběru, s tím že musím doložit security oddělení občanský průkaz, po doložení občanského průkazu jsem musel zaslat fotografii, následně výpis z účtu, kopie plateb, doklad o vlastnictví karty, přestože jsem vše doložil, tak casino odmítá peníze vyplatit a na opakovany dotaz co mam dale dolozit odpovidaji ve smyslu, ze uz to bylo v konverzaci uvedeno. Místo výplaty mi security oddělení poslalo 50 zpráv za jediný den, arogantní a hloupé jednání. Větší ubohost jsem neviděl. Okradli mě o 1200 euro.

Dear alesxx,

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

Dear alesxx,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear alesxx,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I apologize for the late reply. I encountered some technical difficulties that prevented me from responding to the email link. The issue has now been resolved, and I've received the funds from the casino. Thank you for your help, and best wishes. Ales

Dear alesxx, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru