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Hello Casinoguru Team,

I deposited €25 in the casino and wagered it with the bonus code ACTNOW. However, they refuse to pay out the money. In the chat I am told to choose a different payment method and cancel the payment.

Hallo Casinoguru Team,

Ich habe in dem Casino 25€ eingezahlt und mit dem Bonuscode ACTNOW auch umgesetzt. Dennoch weigert man sich das Geld auszuzahlen. Im Chat sagt man ich soll eine andere Auszahlmethode wählen und bricht die Auszahlung ab.

Dear DamianSt,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. I hope I understood correctly that you're experiencing difficulties withdrawing your bonus winnings due to the limited availability of payment methods.

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,

Petronela

Hello,

Of course I was able to deposit and withdraw in the past. However, there have always been problems with payments. The account is of course verified. Please clarify.

Kind regards

Damian S*******

Hallo,

Natürlich konnte ich in der Vergangenheit schon einzahlen und auszahlen. Es gab aber bei der Auszahlung bisher immer Probleme. Das Konto ist natürlich verifiziert. Bitte um Klärung.

Mit freundlichen Grüßen

Damian S*******

Hello,

The money arrived now. Casino Guru thanks for the support.

Many greetings

damian

Hallo,

Das Geld kam jetzt an. Casino Guru vielen Dank für die Unterstützung.

Viele Grüße

Damian

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, DamianSt, for your confirmation, and please don’t 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,

Petronela

Casino.Guru