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For almost a month now, I have been trying to withdraw my winnings from an online bet, but every time I try, it tells me there are issues with the provider and my request is rejected. In the past, I have successfully cashed out winnings from playing slots without any problems. But this time, nothing is working. I contacted support, and they advised me to change the payment method, so I tried both direct credit to my Mastercard and international wire transfer. Coincidentally, the notification that my payment has been rejected always comes on the fifth day, forcing me to wait another week before trying again. Is there really no solution, or should I start questioning the platform's integrity?

È da quasi un mese che sto cercando di prelevare la vincita di una scommessa online, ma ogni volta mi dice che ci sono problemi con il provider e mi viene rifiutata. In passato avevo tranquillamente incassato una vincita giocando alle slot. Ma questa volta niente, ho contatto l assistenza e mi dice di cambiare modalità ho provato sia l accredito diretto su carta Mastercard che il bonifico internazionale. Coincidenza l avviso che mi viene respinto il pagamento avviene sempre il quinto giorno per poi aspettare un altra settimana riprovando il tutto. Possibile non ci sìa soluzione o devo iniziare a pensare male della piattaforma.?

Dear ilariodamuri,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Which payment method have you previously used for successful withdrawals?

Are you selecting withdrawal methods that have already been fully verified through KYC?

Could you please provide screenshots showing the withdrawal options available in your account, as well as any error messages or emails you’ve received after a failed withdrawal attempt?

If possible, please forward any relevant email exchanges or chat transcripts with customer support about the technical issues you’re facing with your withdrawal requests to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear ilariodamuri,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.