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Hello dear CasinoGuru team,

after my last complaint was resolved positively, now is the next problem.

I had €12,000 in my account.

Suddenly all payout variants were "abolished".

I was able to pay out 500 euros via Jeton.

My verified Revolut bank account was declined - it's a normal bank account!

Then I requested a payout through my mother's joint account. I then successfully verified this.

2x 2500 euros were paid out.

Now there are 6,500 in the account and any withdrawal will be declined.

I guess the casino wants to buy time and hope I lose the money.

Please help!

Hallo liebes CasinoGuru Team,

nachdem mein letzte Beschwerde positiv gelöst wurde, ist nun das nächste Problem.

Ich hatte 12.000 € auf dem Konto.

Plötzlich wurden alle Auszahlungvarianten "abgeschafft".

500 Euro konnte ich über Jeton auszahlen.

Mein verifiziertes Revolut Bankkonto wurde abgelehnt- es ist ein normales Bankkonto!

Dann habe ich eine Auszahlung über das Gemeinschaftskonto meiner Mutter beantragt. Dieses habe ich dann erfolgreich verifiziert.

Es wurden 2x 2500Euro ausgezahlt.

Nun sind 6.500 auf dem Konto und jede Auszahlung wird abgelehnt.

Ich vermute das Casino möchte Zeit gewinnen um zu hoffen, dass ich das Geld verliere.

Bitte um Hilfe!

Dear Rondixio87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you received the last successful withdrawal? Which withdrawal methods are available to you right now and which ones did you use in the past?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Rondixio87,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.