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After my account was verified, my withdrawals have been consecutively cancelled.

Every time this happens, the support team gives a different excuse:

1st time: Technical issues.

2nd time: Payment provider error.

3rd time: They said Skrill did not accept the transfer (I was informed by Skrill that the casino in question never attempted any transfer to my Skrill account).

4th time: I was informed that the amount was too high (150 euros for one withdrawal, 100 for another).

They then informed me that it was resolved and that they would pay, but they cancelled again.

They suggested switching to another method. I withdrew to my Neteller account (but the transaction history showed it as Skrill) and it was cancelled again.

I believe this is an attempt to avoid paying my winnings.

I would appreciate your assistance, GURU.

depois de a conta verificada as minhas retiradas são sucessivamente canceladas

o suporte cada vez que isso acontece dá uma desculpa diferente

1ªvez era problemas tecnicos

2ªvez erro no provedor de pagamento

3ª vez era a skrill que não aceitava a tranferencia(fui informado pela Skrill que o casino em questão nunca tentou qualquer tranferencia para a minha conta Skrill

4ª vez fui informado que o montante era muito alto(1 retirada de 150 euros ,outra de 100)

depois informaram que estava resolvido e que iam pagar (mas voltaram a cancelar)

depois sugeriram mudar para outro metodo ,retirei para a minha conta neteller (no historico de transações apareceu como sendo Skrill) e cancelaram de novo

Julgo estar na presença de uma tentativa de não pagarem os ganhos

agradecia a vossa ajuda GURU

Dear JMORE66,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors, such 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 made any successful withdrawals from this casino before?

Have you tried more payment methods for requesting your withdrawal?

When was the last time you tried submitting a withdrawal request and when exactly was it cancelled?

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

Veronika

good afternoon,Veronica

Thank you for your help

I would like to inform you that this was the first time I tried to withdraw money from the casino. I would also like to inform you that the withdrawals by skrill and neteller were accepted, approved and only then canceled supposedly due to an error in the casino's payment provider, an error that they did not try to correct (and giving different excuses after each cancellation).

I then tried bank transfer, and after filing a complaint with casinoGURO, I received an email from the casino stating that my winnings had been processed.

I would like to keep the complaint open until the money is confirmed in my bank account.

regards

JMORE66

boa tarde,Verônica

Obrigado pela sua ajuda

Informo que foi a primeira vez que tentei o saque neste ,informo também que os saques por skrill e neteller eram aceites ,aprovados e apenas depois cancelados supostamente por erro no provedor de pagamentos do casino,erro esse que não tentaram corrigir.(e dando desculpas diferentes após cada cancelamento)

tentei depois por transferência bancária ,e após ter feito queixa no casinoGURO ,recebi 1 email do casino com a informação de que os meus ganhos foram processados.

Gostaria de manter a queixa aberta atá confirmação do dinheiro na minha conta bancária

cumprimentos

JMORE66

Thank you for the update. I'm glad to hear that the casino has finally processed your winnings. I will keep this complaint open until you confirm that you have received them. Please remember that we usually recommend players to wait up to 14 days for their winnings to appear in their account as there might be some delays caused by external factors the casino cannot influence.

Good morning, Caru GURU

My winnings have been received.

You can therefore consider the complaint resolved

Best regards

JMORE66

Bom dia,Caru GURU

Informo que os meus ganhos foram recebidos.

Assim sendo podem dar a reclamação como resolvida

Cumprimentos

JMORE66

Dear JMORE66,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru