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I've been trying to withdraw my money for days now, but I keep receiving notifications that it's been rejected. I reached out to Astropay's support and they told me to contact the casino. I then contacted the casino and they told me to contact Astropay. I've tried different amounts and all have been rejected.

hace dias que intento retirar mi dinero y me llegan notificaciones de que se ha rechazado. Me contacté con el soporte de astropay y me dijeron que me contacte con el casino, me contacté con el casino y me dijeron que me contacte con astropay. En fin, probé diferentes montos y todos son rechazados.

Dear natanaelbrizuela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello! I never had problems withdrawing my money, I have never used a bonus

Hola! Nunca tuve problemas para retirar mí dinero, no he usado nunca un bono

If you hadn't passed the KYC verification, you would never have been able to withdraw funds, right?

La verificación KYC si no la hubiese pasado, nunca podría haber retirado fondos, verdad?

Thank you for your reply, natanaelbrizuela. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I don't remember when the last time was, I estimate it was 1 month ago, and it took a few hours, I used the same payment method, in fact now I tried Bitcoin and it won't let me withdraw funds either.

No recuerdo cuando fue la última vez, calculo que hace 1 mes, y demoró algunas horas, usé el mismo método de pago, es más ahora probé por Bitcoin y tampoco me deja retirar fondos.

Have you received any explanation from the casino regarding this situation?

They told me that it is not a problem with my account or the casino, astropay support told me that it is not their problem either. Then the casino told me to try another method and it didn't work either. I do not know what to do

Me dijeron que no es problema de mí cuenta ni del casino, el soporte de astropay me dijo que tampoco es problema de ellos. Después el casino me dijo que pruebe con otro método y tampoco se pudo. Ya no se que hacer

Esto es lo único que me dicen:

Dear Natanael,

Hope this email finds you well.

As I have checked, the only reason why your withdrawal got rejected is the withdrawal method.

As we have checked processing withdrawal using the method that you chose initially is not successful, the reason is unknown and independent from us, Therefore, please, kindly try to use another method.

Best Regards

Support Agent

Thank you very much, natanaelbrizuela, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello natanaelbrizuela,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please comment on the player's issue? What payment method could work for the player in order to withdraw their funds?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello! I was only able to withdraw my funds via cryptocurrency. Thank you very much for your help!

Hola! Solo pude retirar mis fondos mediante criptomoneda. Muchas gracias por su ayuda!

Dear natanaelbrizuela,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru