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Hello, I deposited 100 euros yesterday and won 900 euros. I just wanted to cash this out. However, it is only possible to pay out via Paysafecard. After a little research on the net, this will probably happen more often.

Hallo, ich hatte gestern 100Euro eingezahlt und 900Euro gewonnen. Dies wollte ich soeben auszahlen lassen. Es ist aber nur eine Auszahlung per Paysafecard möglich. Nach etwas Recherche im Netz kommt dies wohl öfters vor.

Dear Marco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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. Therefore this doesn’t necessarily have to be the casino’s mistake.

Is there any other withdrawal method that would be suitable for you? Have you tried discussing this issue with the casino? Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.

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,

Kristina

Dear Marco,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.