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Good, when making a withdrawal, which is accepted, they tell me that my payment provider (Mastercard canceled the operation) can guide me to make the withdrawal?

Thanks in advance

Buenas, a la hora de hacer una retirada, la cual esta aceptada me comunican que mi proveedor de pagos (Mastercard cancelo la operación) me pueden orientar para realizar la retirada?

gracias de antemano

Dear danielcebriangomez90,

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. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you ever made any successful withdrawals before? Have you tried withdrawing your funds via an alternative withdrawal method?

Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Thank you in advance for your reply.

Best regards,

Kristina

Dear danielcebriangomez90,

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.