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i deposited 50 and it was credited to my account but my bank declined the transaction.

i played with the 50 and won i requested $500 withrawal and continously communicating with the agents if there is any problem or what i need to do.

they kept on saying no problem.

then they declined my request and said i need to deposit 54 so i can request the whole $6500 because the $500 recebtly requested ua dwclined. So i did. After i deposited the $54 they restrict my account and confiscated my winnings

Dear MPG7,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Did your bank return the initial $50 deposit to your account? Am I correct in understanding that the bank automatically canceled the transaction, and you did not request a chargeback?

When did you notice that the deposit was canceled by the bank? Was it before or after you started playing in the casino with your balance of $50?

Have you received any email with an explanation of why your account was closed and your winnings confiscated?

Could you please confirm if you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

It was a credit card. I noticed after i played. I dont usually open my email daily.

There is no verification asks. I’ve communicated with the customer service several times asking what i need to do or any documentations i need to submit. All of them said there is no problem

Do you have the full transcripts of your conversation with customer support? If you do, please forward it to me along with any other evidence that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.

sent

Did you also receive some email from your bank that the deposit transaction was declined and returned to your bank account? Please forward it to me as well.

I dont have the copy anymore i believe. But yes i receive

Can you see the canceled deposit transaction in your monthly bank statement? If you can, please forward it to me at veronika.l@casino.guru. We have to make sure that the payment was canceled automatically and that it was not a chargeback requested by you. Thank you for your understanding.

Dear MPG7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.