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problem is the next I did everything necessary to withdraw from the account and finally they started telling me that there is a problem with the Bulgarian bank and they can't transfer the funds to me so I have to play my deposit was 10 euros and raised me to 255 euros but I still couldn't withdraw them first there were excuses with the bonus I gave it up then excuses with the bank I play on many other sites and so far I have not had a problem with withdrawals.

Dear zaharin_88,

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. When did you request for your withdrawal? Can't you process your pay-out through different payment method? As the casino mentioned bonus money, could you please confirm if you used or not a bonus in the casino? Also please, if you have any communication with the casino regarding your case please forward it to nikolas.b@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Nick

now I am in my account I want you to give me specific information why the withdrawal was returned to me and you said that I have a problem in the Bulgarian bank they answered that the problem is not with them in the morning you claimed he claimed that I should have converted currency from lev to euro and deposited to play

13:58

Your request has been transferred to our specialists. Please wait for the response.

13:59

I think it is right to be compensated for this act of yours

14:00

ok

14:00

Please try again.

14:13

the amount has already been played due to the advice of your colleague I still did not receive a specific answer why I was denied withdrawal from the operator someone is not looking at the work properly I think there should be compensation for this vile act

14:19

The withdrawal has been canceled by the payment system operator.

14:20

the money is gone no longer is played i want to know why you turned it down where was the problem how can i be sure to play on your site since i can't withdraw my winnings

14:20

yes but I contacted the bank in bulgaria and they told me that the problem is not in them and mine to make transactions and transfers who to trust

14:22

why dumb you suggested another method of withdrawal and your colleague explained to me to convert the currency how to convert this currency when I do not have access to these options

14:24 this is the conversation from the chat they claim that the operator of the Bulgarian bank refused the withdrawal I heard from them and they told me that on their part there is no problem mine to deposit and withdraw the reason is in them last night as I wrote in the chat and explained that I had to convert the currency from BGN to EUR how to convert this currency as I do not have the options in the morning I also wrote with the site and they explained to me that by what method I deposit there I can draw in bulk I wrote with them and they explained to me to try to withdraw again there would be no problem how to find out everything is fine sed as the funds are no longer in the account

now I am in my account I want you to give me specific information why the withdrawal was returned to me and you said that I have a problem in the Bulgarian bank they answered that the problem is not with them in the morning you claimed he claimed that I should have converted currency from lev to euro and deposited to play

13:58

Your request has been transferred to our specialists. Please wait for the response.

13:59

I think it is right to be compensated for this act of yours

14:00

ok

14:00

Please try again.

14:13

the amount has already been played due to the advice of your colleague I still did not receive a specific answer why I was denied withdrawal from the operator someone is not looking at the work properly I think there should be compensation for this vile act

14:19

The withdrawal has been cancelled by the payment system operator.

14:20

the money is gone no longer is played i want to know why you turned it down where was the problem how can i be sure to play on your site since i can't withdraw my winnings

14:20

yes but I contacted the bank in bulgaria and they told me that the problem is not in them and mine to make transactions and transfers who to trust

14:22

why dumb you suggested another method of withdrawal and your colleague explained to me to convert the currency how to convert this currency when I do not have access to these options

14:24това е разговора от чата твърдят че оператора на българската банка е отказал тегленето чух се с тях и ми казаха че от тяхна страна няма проблем мое да се депозира и да се тегли причината е в тях снощи като писа в чата и ми обясниха че трябвало да обръщам валутата от лева в евро как да я обърна тази валута като нямам опците сутринта също писах с сайта и ми обясниха че от какъв метод депозирам там мога и да тегля на обят писах с тях и те ми обясниха да пробвам пак да тегля вече нямало да има проблем как изведнуй всичко се оправи сед като вече средствата ги няма в акаунта 

my bonus was worth BGN 123 won by 150 free games offered by the casino to use these BGN 123 you have to make a deposit I made a deposit worth BGN 20 through a mastercrd I played these BGN 20 from the bonus and started playing with the other BGN 20 the games me raised to 575 leva and decided to 505 leva to make a withdrawal first I contacted the casino operators and asked if I could make a withdrawal they told me that I have to fulfill the conditions of the bonus dumb said that I can give it up there was an option to cancel the bonus and I gave it up then I contacted the casino again and asked them now I could make a withdrawal they replied that already mine as soon as I gave up the bonus I ordered a withdrawal to the card from which I had deposited my statement that everything was successful I was waiting for the transfer the next day it turned out that the money was returned to my account, I contacted the casino and they explained to me that the Bulgarian bank had refused the withdrawal, I asked if there was another way to withdraw the withdrawal. They answered that I had to convert the currency from BGN to EUR, this was done by depositing again and playing, then the currency would be reversed and there would be another way to withdraw. and I asked them to give me specific information why I was refused the withdrawal and they gave me such advice to play so that my currency could turn over after the Bulgarian bank told me that I had no problem with transfers, I just wanted them to give me a specific answer. they failed to make it to the volume they tell me now you will not have a problem with the withdrawal state it again after my balance is over what I asked them what is the guarantee if I deposit again and win I will still have a problem with the withdrawal of this one? they couldn't answer me after they can't withdraw why they are allowed to deposit this is my case I think it's quite a mean act by the casino

And the strange thing is that I had to write 2:30 with the casino operators to unlock my account, my account was locked after I activated two-factor protection and I had to receive an SMS for a special code to log in to my account, but I still couldn't get 2: 30 codes then I received an email asking if my two-factor protection should be removed, I apologize in advance for the spelling mistakes but I am writing with a translator via Google.

Dear Zaharin_88,

Did you do roll over your money from BGN to EUR as the casino recommended or did you refuse it? You still haven't got any explanation from the casino about your withdrawal in BGN?

Best regards,

Nick

Dear zaharin_88, we haven't receive any answer from you. I will now extend the timer by 7 days. Please note that if you fail to answer us, you complaint will be rejected.

Best regards,

Nick

We are now rejecting the complaint as the player is non-responsive.