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I made a deposit through skrill, played the money and initially won 150 euros. After verifying the data with difficulty and confirming the player account, I could only withdraw the amount in crypto. I requested the withdrawal via crypto but it didn't work because the website couldn't select the corresponding virtual currency. I asked for another method of retransfer to be made available to me, but without an answer. In the end, I played the 150 euros, I made 200, I waited for an answer for the withdrawal, but it never arrived. In the end, I lost all the money, the 200 euros. A prank related to customers and website operation

Dear Cristian112,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean it will be offered for withdrawals as well, and it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I’d like to clarify a few things to better understand your situation:

• Were you informed of any alternative methods to withdraw your winnings after you encountered issues with the crypto withdrawal?
• You mentioned difficulties with verifying your account. Was the verification successfully completed before you attempted the withdrawal?

As you have lost your winnings, we won’t be able to assist in retrieving the funds this time. However, should you face any issues in the future, we strongly advise you to contact us as soon as the problem arises, so we can step in earlier to assist.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Immediately after confirming the account verification regarding kyc, I requested the withdrawal. I have repeatedly requested another withdrawal option without receiving a response from the support team. I finally opted for the withdrawal in cryptocurrencies, but it was not possible to select a specific currency from the list. Initial withdrawal was denied due to available currency. I informed the support team about the problem but no response. 24 hours or more after the loss of the balance that needed to be withdrawn, I received an email saying that I can withdraw the first bank account if I update my bank account details in my profile. The bank details were updated since the player account verification, but the option was not available.

Dear Cristian112,

Thank you for your response and for providing additional details about your withdrawal issue.

We truly understand your frustration with the situation. Unfortunately, since the balance has already been played and lost, we are unable to assist further in recovering the funds. In cases like these, where there are withdrawal issues, we strongly recommend reaching out to us before playing down your winnings. This allows us to step in and help resolve the matter more effectively before the balance is affected.

In the future, please don't hesitate to contact us as soon as you experience any difficulties, and we kindly ask for your patience while the issue is being resolved. This way, we can better assist you and work towards a more positive outcome.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru