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Hi

I made deposit by my visa.

When i tried to make withdrawl i dint find visa choice to take my wining .

It has only withdrawl method bitcoin.

What must i do?

i sent email but no answer .

I spoke live chat but they dont know

Thank yu

Dear Marianthi,

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, and 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. 

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

Additionally, if Bitcoin is the only payment method available for withdrawals, I’m afraid you’ll need to set it up. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/).

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,

Petronela

Good morning.

I have sent my documents for verification for 3 days and I have not received a reply.

I emailed again today but no response.

I spoke many times with their lively conversation and they tell me that they do not know and to wait.

I can not understand how to deal with them.

They accept the deposits without any problem and verification and when it is time for you to make a withdrawal you face a lot of difficulties.

I should have been informed when I made a deposit with a visa that I will not be able to make a withdrawal.

Thanks so much for your help

Καλημερα σας.

Εχω στειλει τα εγγραφα μου για επαληθευση εδω και 3 μερες και δεν εχω παρει απαντηση.

Ξαναεστειλα εμαιλ παλι σημερα αλλα καμμια απαντηση.

Μιλησα πολλες φορες με τη ζωντανη συνομιλία τους και μου λενε οτι δεν ξερουν και να περιμενω.

Δε μπορω να καταλαβω την αντιμετωπιση τους.

Δεχονται χωρις προβλημα και επαληθευση τις καταθεσεις και οταν ειναι για να κανεις αναληψη αντιμετωπιζεις ενα σωρο δυσκολιες.

Επρεπε να ειχα ενημερωθει οταν εκανα καταθεση με βιζα οτι δε θα μπορω να κανω αναληψη.

Ευχαριστω πολύ για τη βοηθεια σας

Dear Marianthi,

Thank you for choosing our casino brand!

Sorry for the delay from our KYC department because of a big number of withdrawal requests these days. We are already working on this issue and are going to proceed with all withdrawal requests as fast as possible.

Our finance team already send you feedback regarding your withdrawal. Please follow the instructions in the email and everything will be fine with your winnings.

Best Regards,

CosmicSlot Casino Team

I have not requested a withdrawal.

This is my issue that there is no option to withdraw with a visa as was my deposit.

Your answer has nothing to do with my problem,

You did not answer me for the verification of my account as I have sent them all for 3 days.

Thank you very much

Δεν εχω κανει αιτημα αναληψης.

Αυτο ειναι το θεμα μου οτι δεν υπαρχει επιλογη αναληψης με βιζα οπως ήταν και η καταθεση μου.

Η απαντηση σας δεν εχει καμια σχεση με το προβλημα μου,

Ουτε μου απαντησατε για την επαληθευση του λογ/σμου μου καθως τα εχω στειλει ολα εδω και 3 μερες.

Ευχαριστω πολύ

Dear Marianthi,

You are free to withdraw your money with BitCoins for example or any other available payment system. Petronela Kontos already sent you instructions regarding using BitCoins.

Also regarding your verification KYC department send you another email where asks you for a selfie with your ID card (the previous one can't be approved because of bad quality).

Our finance department is looking forward to an answer from you.

P.s. for Petronela Kontos from CasinoGuru: I can't prepare for you evidence of bad quality selfie because of GDPR policy.

Best regards,

CosmicSlot Casino Team

With great difficulty as I do not know at all from bitcoin I managed to finally open an account.

I went to withdraw and he tells me that I can not because I have not used the same deposit method.

What is happening is unacceptable.

I have been playing in online casinos for many years, and I have never encountered this.

What is happening to me is unacceptable

Please let me know what I do and where I should go.

Thank you very much

Με μεγαλη δυσκολια καθως δεν γνωριζω καθολου απο bitcoin καταφερα να ανοιξω τελικα ενα λογ/σμο.

Πηγα να κανω αναληψη και μου λεει οτι δε μπορω γιατι δεν εχω χρησιμοποιήσει την ιδια μεθοδο καταθεσης.

Ειναι απαραδεκτο αυτο που συμβαινει.

Παιζω εδω και πολλα χρονια σε διαδικτυακά καζινο , αυτο δε το εχω συναντησει ποτε .

Ειναι απαραδεκτο αυτο που μου συμβαινει

Παρακαλώ ενημερωστε τι θα κανω και που πρεπει να απευθυνθω.

Ευχαριστώ πολύ

Dear Marianthi,

Thank you very much for your cooperation and for being willing to open the Bitcoin e-wallet account. Could you please advise if you have sent the requested selfie with your ID?

Dear CosmicSlot Casino Team,

Thank you very much for your assistance and clarification. I'm sure together we will be able to solve this problem in no time.

good morning

Yes I sent it

thanks

καλημερα

Ναι την εχω στειλει

ευχαριστω

Dear CosmicSlot Casino Team,

Is there anything else required from the player? Thank you very much in advance for your reply.

Dear Marianthi,

Your account was successfully verified but your balance right now is 0.03 Euro and no requests for withdrawal. But you can still use our CashBack Bonus every Monday and try your luck once again with us.

Thank you for staying with us!

Best regards,

CosmicSlot Casino Team

Thank you very much, CosmicSlot Casino Team, for the update.

Marianthi, do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Good morning

Thank you very much for your help.

I closed my account with this casino so you can close this complaint.

Καλημερα σας

Σας ευχαριστω πολυ για τη βοηθεια σας.

Εκλεισα με το εν λογω καζινο τον λογ/σμο μου συνεπως μπορειτε να κλεισετε το εν λογω παραπονο.

As the player has closed her account, we ended up rejecting this case.