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I have made deposits by card and by brubank and at the time of withdrawing it does not allow me. In the second method, Brubank allowed it and they rejected it and after continuing to bet for a few more minutes I want to try again and they directly eliminated the withdrawal option. And they only allow withdrawal by the deposit method and if I no longer have the deposit method available in the application I have no way to withdraw my money.

Eh realizado depósitos por tarjeta y por brubank y al momento de retirar no me lo permite. En el segundo método brubank me lo permitió y me lo rechazaron y luego de seguir apostando unos minutos más quiero volver a intentarlo y directamente eliminaron la opción de retiro. Y solo permiten retirar por el método de depósito y si ya no tengo el método de depósito disponible en la aplicación no tengo manera de retirar mi dinero.

Dear Garzaaa85,

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

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. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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,

Tomas

Good morning, I have my account verified. And the payment method was listed as it was by which I deposited. I tried to make the withdrawal at that very moment and they asked me to bet 1.1 which I did and 5 minutes after that the withdrawal option disappeared by that means as shown in the photos sent. I communicated by chat, there were no answers, I requested a phone call and they did not provide me with a solution and they informed me to contact them by email. I sent emails and still no possible solution. I have already deposited through two different means and now they tell me to deposit through another means and then withdraw through that means and how do I know that after depositing they will not remove the withdrawal option through that means again. And another thing that they will not allow me to withdraw what I already have in the account, but only the amount that I deposit with a new method

Buenos días tengo mi cuenta verificada. Y el método de pago figuraba ya que fue por el cual deposite. Intente hacer el retiro en ese mismo instante y me pidieron que apostará 1.1 lo cual lo hice y a los 5 minutos de eso desapareció la opción de retiro por ese medio como figura en las fotos enviadas. Me comunique por chat no hubo respuestas, solicite una llamada telefónica y no me brindó solución y me informaron que me comunique por mail. Envié mails y sigo sin alguna solución posible. Ya eh depositado por dos medios distintos y ahora me dicen que deposite por otro medio y luego retire por ese medio y como se que luego de depositar no quitarán nuevamente la opción de retiro por ese medio. Y otra cosa que no me permitirán retirar lo que ya poseo en la cuenta si no el monto que deposite con un nuevo método solamente

Garzaaa85,

Before we contact the casino, could you please forward the relevant communication between you and the casino to my email at tomas@casino.guru? Alternatively, post it here. I'll await your reply.

I have already been able to solve it. But yesterday the same thing happened to me but I managed to fix it again today. I think it is a matter of schedules that this withdrawal method does not work and at other times if it appears. Likewise, I also contacted the casino by email to the security department, I'm not sure if I solved it by talking to them or just because of the schedule issue

Ya eh podido solucionarlo. Pero ayer me sucedió lo mismo pero eh logrado volver a solucionarlo hoy de vuelta. Creo que es un tema de horarios que no funciona ese método de retiro y en otros horarios si aparece. Igualmente también me comunique con el casino por mail al departamento de seguridad, no estoy seguro de si lo solucione por hablar con ellos o solo por el tema de horarios

Dear Garzaaa85,

I'm glad to hear that you were able to withdraw your funds successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru