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I played the play through required submitted all their required documentation and expect them to pay but now they tell me bitcoin is the only way to withdrawal but then why oh why is just fine for them to take deposits from debit card?

more to come as this unfolds! I don’t know nor use bitcoin for anything!!!

Dear Jennifer,

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. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Do I understand correctly that all your winnings were accumulated from a free bonus?

If there’s any relevant communication, please forward it to petronela.k@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,

Petronela

I have now submitted all my documentation 3 times including drivers license and my utility bill. Still saying I need to provide additional information but doesn’t give details. I provided my bitcoins address for this so can anyone help resolve from here?

thank you

Could you please advise, Jennifer, if you accumulated your winnings with or without an active bonus?

Confirmation was provided previously that play through was met

Wagering requirements may be applied to both, real money and bonus funds too, that's why I wanted to double-check. Was it a free bonus or you deposited funds into your account to activate it, please?

Dear Jennifer,

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

Unfortunately, we’re rejecting 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.