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I've been trying to withdraw money to my card and through a bank transfer. Each time (at least 50 attempts) the withdrawal fails. I've also tried to withdraw multiple times with the help of customer service representatives.

Olen yrittänyt kotiuttaa rahoja kortille ja pankkisiirtona. Jokaisella kerralla (ainakin 50 yritystä) kotiutus epäonnistuu. Kotiutusta on yritetty myös asiakaspalvelijoiden avustuksella monta kertaa.

Dear Sjarbelo,

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

Dear Sjarbelo,

Have you received your withdrawal from the casino yet?

I haven't been able to, and I haven't even tried for a few days now, after I've tried all possible withdrawal methods several times. Every time the money is returned to the game account. In the chat, the customer server asks to wait and finally transfers to another customer server. All the necessary documents have been sent to the casino and they have also been approved.

En ole saanut, enkä enää muutamaan päivään ole enää edes yrittänyt, kun olen kaikkia mahdollisia nostomuotoja yrittänyt useaan kertaan. Jokaisella kerralla rahat palautuu pelitilille. Chatissa asiakaspalvelija pyytää odottamaan ja siirtää lopulta toiselle asiakaspalvelijalle. Kaikki tarvittavat dokumentit on kasinolle lähetetty ja ne on myös hyväksytty.

Hello

We have submitted a request to the payment provider, after which we were provided with a response. Withdrawal to your payment method that you use for withdrawal is not possible due to the fact that your wallet is registered as a store or your account settings are set to US country. Please clarify if this is the case so that we can look into this issue.

They asked me to make a withdrawal on the card first, and I tried to do that as well. This is its own visa card. They tell and invent such fairy tales. And the bank account is also your own personal bank account. Next, they will probably turn me into a politically influential person 🙂 . So both are my personal. I have also sent a picture of the card to the casino.

Pyysivät kortille ensimmäisenä tekemään kotiutuksen ja sille myös yritin sitä tehdä. Kyseessä on ihan oma visa-kortti. Tuollaisia satuja ne kertovat ja keksivät. Ja myös pankkitili on ihan oma henkilökohtainen pankkitili. Seuraavaksi varmaan tekevät minusta jonkun poliittisesti vaikuttavan henkilön 🙂 . Eli molemmat ovat minun henkilökohtaisia. Olen kortistakin lähettänyt kasinolle kuvan.

Withdrawal to a card is available to you. We see that earlier you created an application for a bank card, but when creating the application you did not specify your card number. Try to create a withdrawal request again and be sure to specify your card number. If you have any difficulties with creating a request, do not hesitate to contact our support team for assistance.

Yes, I have put all the numbers correctly in every place. If you stop lying. I have my credit card number saved in Chrome, which automatically puts the credit card number in and it's correct. It has worked for every other place as well. I have also tried to manually enter all the information, but the withdrawal is always rejected.

Kyllä olen laittanut kaikki numerot ihan oikein jokaiseen paikkaan. Josko lopetat valehtelun. Minulla on Chromeen tallennettu pankkikorttini numero, mikä laittaa pankkikortin numeron automaattisesti ja se on oikein. Jokaiseen muuhunkin paikkaan se on kelvannut. Olen yrittänyt myös käsin syöttää kaikki tiedot, mutta aina se nosto vaan hylätään.

Better to make it so that you can create that return yourself. I must have tried it a hundred times. You probably have my card numbers there, so you can make the €338 withdrawal to that card? No need to blame me anymore for not specifying my card number.

Tehdäämpäs niin, että te voitte luoda itse sen kotiutuksen. Minä olen varmaan sata kertaa sitä yrittänyt. Teillä varmaan on siellä ne minun kortin numerot niin voitte sille kortille tehdä sen 338€ noston? Ei tarvitse minua enää syyttää, että en ole määrittänyt korttini numeroa.

As we can see you have re-created card applications but you do not include the card details, please contact the support chat on our website so we can help you create the application correctly.

If you continue to create applications without details, they will still not be processed.

I have already written to the support chat for this same issue several times, but without success. There they just ask to wait 7 minutes and again 7 minutes. After that, it is transferred to a new customer service representative and the same rally continues indefinitely. That's why I'm just asking you to create the check-out when I'm tired of waiting forever. Or is the cash register empty?

Olen useamman kerran jo tämän saman asian vuoksi tukichatin kanssa kirjoitellut, mutta tuloksetta. Siellä vaan pyydetään odottamaan 7 minuuttia ja uudelleen 7 minuuttia. Sen jälkeen siirretään uudelle asiakaspalvelijalle ja sama ralli jatkuu loputtomiin. Siksi pyydän vaan teidän luomaan sen kotiutuksen, kun olen väsynyt ikuiseen jonotukseen. Vai onko kassa tyhjä?

Hello everyone,

Thank you both for your replies.

Sjarbelo, have you made any successful withdrawals before? Do you currently have any pending withdrawals?

It's the first time I'm trying to get money out of here, and you can be sure that it will also be the last. A couple of days ago, I tried to go home for the last time and of course it failed. And the casino doesn't seem to want to put money into the payment from there. Those withdrawals are not successful when I try.

Ensimmäinen kerta on, kun yritän täältä rahaa ulos saada ja voit muuten olla varma, että jää myös viimeiseksi. Pari päivää sitten viimeksi yritin kotiuttaa ja epäonnistui tietenkin. Eikä kasino näytä haluavan laittaa rahaa maksuun sieltä käsin. Minun yrittämänä ne nostot eivät onnistu.

Thank you very much, Sjarbelo, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

It won't be solved. I can't do that repatriation. I have tried again a few times and it is always rejected. The casino doesn't seem to want to pay the money. After all, other players here have had similar "problems". The operation of this casino should be banned, because money only moves in one direction, i.e. to the casino.

Ei se ratkea. En minä sitä kotiutusta saa tehtyä. Olen taas muutaman kerran yrittänyt ja aina se hylätään. Kasinolla ei näytä olevan haluja maksaa rahoja. Onhan täällä ollut muillakin pelaajilla ihan samanlaisia "ongelmia". Tämän kasinon toiminta pitäisi vaan kieltää, koska raha liikkuu vain yhteen suuntaan, eli kasinolle.

Hello Sjarbelo,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

Dear Daddy Casino,

Could you possibly provide additional information regarding the withdrawal request and clarify the situation? Would there be any other way for the player to withdraw his funds? Another payment method perhaps?

Thank you in advance.

Respectfully,

Michal

Hello!

The client can use any card method of withdrawal if for technical reasons it is not possible to withdraw one by one. Please try to withdraw funds to your card using a different tile. If you are unable to do so, we will find alternative ways to resolve the issue.

It is not possible for a card, nor as a normal bank transfer, nor as a Skrill bank transfer. The casino can transfer the money to my bank account. I give permission. I'm already frustrated with withdrawal attempts, which fail time after time. Or could the casino just admit that the whole casino is fucked up?

Ei onnistu kortille, eikä normaalina pankkisiirtona, eikä skrill pankkisiirtona. Kasino voi siirtää rahat minun pankkitililleni. Annan luvan. Minä olen turhautunut jo nostoyrityksiin, mitkä epäonnistuu kerta toisensa perään. Vai voisiko kasino vaan myöntää, että se on kusetusta koko kasino?

Could you please clarify what difficulty you are having when creating a request for withdrawal using a card? As we see you create a request, but you do not specify the number of the card where the payment should be made.

Could you please stop lying already! I've created a withdrawal request probably a hundred times and every time I've put the card number, and always correctly. How many rubles do you get for this lie? After all, I've already put the card number there with you, because you think the card was from the United States. You also have quite a few trolls on the Casino-Guru sites. I still don't understand why you don't remove this casino from here. There are several similar cases and I think that not everyone even bothers to come here to complain, but play the money back. This casino should be blacklisted. And by the way, I still didn't get an answer to the question when I asked you to create that withdrawal. You have the card number and the bank account number there. You can put a withdrawal on either of them or is it empty in the ruble?

Voisitko sinä lopettaa jo tuon valehtelun! Minä olen luonut varmaan sata kertaa nostopyynnön ja jokaisella kerralla olen kortin numeron laittanut, ja aina oikein. Montako ruplaa saat tästä valehtelusta? Olenhan minä sen kortin numeron jo sinne teidänkin mukaan laittanut, koska teidän mielestä kortti oli yhdysvalloista. Melkosia trolleja teilläkin on Casino-Guru sivustoilla. En edelleenkään ymmärrä, miksi ette poista tätä kasinoa täältä. Näitä samanlaisia tapauksia on useita ja luulen, että kaikki eivät vaivaudu tänne edes valittamaan vaan pelaavat rahat takaisin. Tämä kasino kuuluisi olla mustalla listalla. Ja en muuten saanut vieläkään vastausta kysymykseen, kun pyysin teitä luomaan sen noston. Teillä on siellä se kortin numero ja pankkitilin numero. Voitte laittaa noston ihan kummalle tahansa vai onko se ruplakassa tyhjä?

Dear Sjarbelo,

Could you explain to us what exactly seems to be the problem with the payment request via your card?

Ask the casino what is their problem with lying all the time? You can see in this message thread how they lie? First they claim that my bank card is from America and then they claim that I haven't entered the card number at all. I have tried to make a withdrawal to the card again about every 3 days, but every time the withdrawal is rejected. And you've probably noticed similar problems with other players, so I'm not the only one. I don't even bother writing to customer service anymore, because there they ask me to wait 7 minutes and then another 7 minutes. After that, I will be transferred to a new customer service representative, etc. I have never come across a similar casino and I have played in many casinos. A couple of days ago I made a withdrawal at another casino after a kyc check and the next day the money was in the account. This casino claims that the only option is to withdraw to a debit card. Earlier, the casino chat said that I could also try to withdraw via bank transfer, but that also failed. This casino is just a scam.

Kysy kasinolta, mikä niillä on ongelmana, kun he valehtelevat koko ajan? Näethän sinä tästäkin viestiketjusta, miten he valehtelevat? Ensiksi väittäävät, että pankkikorttini on amerikasta ja seuraavaksi väittäävät, että en ole laittanut kortin numeroa ollenkaan. Olen noin, joka 3 päivä yrittänyt tehdä noston kortille uudestaan, mutta jokaisella kerralla nosto hylätään. Ja olet varmaankin huomannut muillakin pelaajilla vastaavia ongelmia, eli en ole ainoa. Asiakaspalveluun en edes viitsi enää vaivautua kirjoittamaan, koska siellä pyydetään odottamaan 7 minuuttia ja sen jälkeen uudestaan 7 minuuttia. Sen jälkeen minut siirretäänkin uudelle asiakaspalvelijalle etc. Ei ole kyllä koskaan tullut samanlaista kasinoa vastaan ja olen pelannut monella kasinolla. Pari päivää sitten tein toisella kasinolla kotiutuksen kyc-tarkistuksen jälkeen ja seuraavana päivänä oli rahat tilillä. Tämä kasino väittää, että ainoa mahdollisuus on nostaa pankkikortille. Aiemmin kasinon chat sanoi, että voin myös yrittää nostoa pankkisiirtona, mutta sekin epäonnistui. Tämä kasino on vaan huijausta.

At the moment we are looking into the cause of the error when creating a withdrawal request on the tile through which you are trying to create a withdrawal request. While we are dealing with this issue, you can try to create a withdrawal request using a different tile (use the tile from the screenshot), when creating a request, be sure to enter the card number manually, and not copy it. http://prntscr.com/Hj06ni5bVPP0

Rather, examine your honesty! I have tried through the "Visa" screen at least a hundred times and it always fails! I've typed in the numbers and used google autofill, always fails. You have my bank account number there. You can create a €338 withdrawal to that account yourself, so you don't have to come up with these different reasons for failed withdrawals, which even Santa Claus doesn't believe in. Oh yes, you don't even have such a thing in Russia... Oh yes, will the money run out in the middle, when there is no longer even an email notification of failed withdrawals, of which there have been quite a few!!!

Tutkikaa mielummin rehellisyyttänne! Minä olen "Visa" ruudun kautta yrittänyt ainakin sata kertaa ja aina epäonnistuu! Olen kirjoittanut numerot ja käyttänyt googlen automaattista täyttöä, aina epäonnistuu. Teillä on siellä minun pankkitilin numero. Voitte itse luoda sille tilille 338€ noston niin ei tarvitse keksiä näitä erillaisia syitä epäonnistuneisiin nostoihin, mihin ei usko edes joulupukki. Ai niin, eihän teillä siellä venäjällä sellaista edes ole... Ai niin, loppuiko muuten rahat kesken, kun ei enää tule edes ilmoitusta sähköpostiin epäonnistuneista nostoista, mitä on taas tullut aika monta!!!

We have re-checked our payment methods and see that they are working correctly.

Please try entering the card number manually, without copying it, when creating an application for the "Visa" method where you tried to create an application earlier.

Also, please provide a screenshot of your "Skrill/Rapid Transfer" account settings, as the error of withdrawal to this method is either due to the fact that your account is marked as "Shop" in the settings, or due to the fact that the account country is USA. Please send a screenshot to anastasia.pa@m.catcasino.com.

Dear Sjarbelo,

Please understand that sometimes technical difficulties can happen. It does not always mean that the casino wants to keep your money. What I would advise you right now is just to try and be patient and respectful, The Casino is obviously trying to deal with this situation and to make sure that the complaint is resolved and that you will get your money. The casino has a high safety index and has a history of successfully resolving complaints in the past.

Please, proceed according to the instructions given by the casino. If the issue persists, describe the issue you are having in detail so we can figure out the reason why your payment is not successful.

Right. If I have been trying to withdraw my money for more than a month, have you not been patient enough? I have tried it alone and with the casino's customer service agents in many different ways. Yes, I can smell scammers far away! If the withdrawal is not possible in any way and the casino keeps accusing me of very strange things, such as e.g. My card is from America, etc. so inevitably the thought arises that they are scammers! This casino has no desire to pay my money. Just delaying all the time and hoping I would play my money back. No hope, I won't play!

Aivan. Enkö ole sinusta ollut riittävän kärsivällinen, jos olen yrittänyt nostaa rahojani yli kuukauden ajan? Olen yrittänyt sitä yksin sekä kasinon asiakaspalvelijoiden kanssa monella eri tavalla. Kyllä minä haistan kauas huijarit! Jos ei millään tavalla nosto onnistu ja kasino syyttää koko ajan aivan oudoista asioista, kuten esim. Korttini on amerikasta etc. niin pakosti herää ajatus, että kyseessä on huijarit! Ei tällä kasinolla ole minkäänlaista halua maksaa rahojani. Viivytteleevät vain koko ajan ja toivoovat, että pelaisin rahani takaisin. Turha toivo, en pelaa!

Dear Sjarbelo,

That would definitely be the right move from your side, not to play with the money until this issue is resolved.

When it comes to these instructions from the casino:

"Also, please provide a screenshot of your "Skrill/Rapid Transfer" account settings, as the error of withdrawal to this method is either due to the fact that your account is marked as "Shop" in the settings, or due to the fact that the account country is USA. Please send a screenshot to anastasia.pa@m.catcasino.com."

Could you proceed according to these instructions and let us know here in the thread with any progress? I hope your issue will be resolved soon.

I don't understand what information you need because I can't find the Skrill/Rapid transfer settings anywhere. I only found the information about the bank account number. I took a screenshot of that and the different stages of the Skrill/Rapid withdrawal and they have now been sent to that email

En ymmärrä, mitä tietoja tarvitset, koska en löydä Skrill/Rapid transfer asetuksia mistään. Pelkästään pankkitilin numeroa koskevat tiedot löysin. Otin ruudunkaappauksen siitä ja Skrill/Rapid noston eri vaiheista ja ne on nyt lähetetty tuohon sähköpostiin

Don't worry, we will help you with your difficulty and we do everything we can to do so.

Please clarify, have you tried entering the VISA card number manually without pasting it from the clipboard?

Also, please tell us if you use Skrill/Rapid Transfer as an e-wallet with an account or as a transfer for transfers from your bank card or account? (Please specify whether you use a card or bank account).

Additionally, we contact you by mail, for quick resolution of the issue.

Dear Sjarbelo,

Please, could you react to the casino's questions? Let's get to the bottom of this issue.

I already sent information about it to the email above, but let's put it here as well. I have entered the visa card information manually. I have only used Skrill/rapid transfer for deposits by entering the bank account number, from where the deposit is directed to my online bank. When I try to withdraw from the casino, I can't select any option from skrill/rapid transfer when withdrawing.

Lähetin yllä olevaan sähköpostiin jo asiasta tietoa, mutta laitetaan vielä tännekin. Olen laittanut visa-kortin tiedot manuaalisesti. Skrill/rapid siirtoa olen käyttänyt pelkästään talletuksissa pankkitilin numeron laittaen, mistä talletus ohjautuu verkkopankkiini. Kasinolta, kun yritän kotiuttaa en pysty valitsemaan skrill/rapid siirrosta mitään vaihtoehtoa kotiutusta tehdessä.

After a thorough reanalysis, we have determined that, unfortunately, due to technical reasons, our payment provider is unable to process the withdrawal to your card as the system does not accept the BIN of your card. At this time, the only recommendation we can offer is to use a MasterCard for your withdrawals.

We have two payment systems available for withdrawals to MasterCard, and we believe these options would be the most convenient solutions for you.

Thank you for your understanding.

The latest withdrawal attempts are also updated here. The casino claims that the BIN of my Visa card is not accepted. It's pretty weird when every other casino and other transfers accept my card. Next they asked to withdraw via Skrill/rapid transfer, which also failed probably 100 times, so if you want to save your money, stay away from this casino!

Päivitetään tännekin viimeisimmät nostoyritykset. Kasino väittää, että Visa-korttini BIN-koodia ei hyväksytä. Aika jännä juttu, kun jokaisella muulla kasinolla ja muissakin siirroissa korttini hyväksytään. Seuraavaksi he pyysivät kotiuttamaa Skrill/rapid siirrolla, joka myöskin epäonnistui varmaan 100 kerran, joten jos haluatte säästää rahanne, pysykää poissa tältä kasinolta!

Dear Sjarbelo,

Would it be possible for you to take advantage of the Mastercard withdrawal option?

I already replied to the casino that I don't have a Master card, and I'm not going to get one because of one withdrawal. An exciting thing when the casino has numerous withdrawal options and the Master card is the only possibility to withdraw the money. This smells like piss and very far!

Vastasin jo kasinollekin, ettei minulla ole Master cardia, enkä aio sitä yhden kotiutuksen takia hommata. Jännä juttu, kun kasinolla on lukuisia kotiutusvaihtoehtoja ja Master card on ainoa mahdollisuus nostaa rahat. Tämä haisee kusetukselle ja hyvin kauas!

A message came from the casino 2 hours ago that now the Skrill/Rapid transfer should be successful and again it failed, but don't worry, now my measure is full and I'm going to start "marketing" more widely, how good this casino is, that is, I'm going to contact the site that blacklist casinos!

Kasinolta tuli 2 tuntia sitten viesti, että nyt pitäisi Skrill/Rapid siirto onnistua ja jälleen se epäonnistui, mutta ei huolta, nyt minun mittani tuli täyteen ja aion alkaa laajemmin "markkinoimaan", kuinka hyvä tämä kasino onkaan, eli alan ottamaan yhteyttä sivustoon, joka laittaa kasinoita mustalle listalle!

Finally, the repatriation was successful. Thanks to all parties for their help.

Viimein kotiutus onnistui. Kiitos kaikille osapuolille avusta.

Dear Sjarbelo,

I'm glad to hear that your issue has been resolved 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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru