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I deposit via master card for serval times without any problems. But when I tried to withdraw with the same card, it got rejected. So I tried to withdraw a small amount of USDT and perfect money before, and all of them went through. So I thought they are legit. So I deposit serval times again and now got 1600 AUD in my account. But today, when I tried to withdraw 1167 AUD after winning around 500 - 800 AUD, all withdrawals via USDT and Muchbetter got rejected without any reason. When I contacted the live support, all of them just said its the payment system problem, not from their side. But I used the same USDT wallet address as before. And how could the ERC20 payment system get any problems?

Dear ywan2828,

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

Hello,

Thanks for the quick reply. But as I said, the live support said there is no limitation on my account and just asked me to withdraw again after my serval withdrawal got rejected. Now they just do not approve my withdrawal, how can I wait for the fund to appear in my account?

Thank you for your reply, ywan2828. Have you made any successful withdrawals before?  Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear ywan2828,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.