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Hello, I requested a withdrawal for the first time on January 1st, 2025, and 5 days later it was canceled. I requested another withdrawal, and the same thing happened—it was canceled. This happened 4 times, and they gave no reason. I contacted them through the chat, and they told me it was due to a technical error and to request the withdrawal via transfer (the withdrawal was already requested via transfer). They then told me to clear my computer's cookies and cache and then request the withdrawal again, and later said it was a technical error and to request the withdrawal again. I told them that they have canceled the withdrawal 4 times now, and they told me to request the withdrawal again, and if I don't get paid, they will escalate the case.

Hola, solicite un 1º retiro el dia 1 de enero 2025 y 5 dias mas tarde me lo cancelaron, volvi a pedir otra ves retiro y lo mismo me lo cancelaron, asi 4 veces y no dan ninguna razon. Contacte con ellos a traves del chat y me dicen que es por un error tecnico y que pida el retiro a traves de transferencia( el retiro ya estava pedido a traves de transferencia) luego me han dicho que limpie el ordenador de cookies y cache y que vuelva a pedir el retiro y luego que es un error tecnico y que vuelva a pedir el retiro, les dije que ya son 4 veces que cancelan el retiro y me dicen que vuelva e pedir el retiro y si no me pagaran que van a escalar el caso

Hi 1bazat,

Thank you very much for submitting this complaint. I am sorry to hear about the problem that you are experiencing. In order to clarify your situation, please allow me to ask you a few questions.

Can you please tell me if you passed the full KYC verification, including the verification of your payment methods?

In your casino profile, what payment methods are available for withdrawals?

Did you select the same payment method for your withdrawal requests as you did for your deposits?

Have you tried a different payment method for your cashout requests?

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

Hello, I have not passed the KYC, they have never asked me for it, is it because I have never withdrawn until now? And I was depositing through paysafecard and this method is not available for withdrawal, so I chose to withdraw through bank transfer and they themselves recommend this method.

Hola, no he pasado el KYC , nunca me lo han pedido, sera porque nunca he retirado hasta ahora? y estuve depositando a traves de paysafecard y para retirar no esta disponible este metodo entonces elegi retirar a traves de transferencia bancaria y ellos mismos recomiendan este metodo

Hello, yesterday they cancelled my payment again, the fifth payment in a row that they cancelled and they didn't give any reason, now I'll have to go to the chat again to ask why and have them make fun of me🙁

Hola, ayer me han vuelto a cancelar el pago, el quinto pago seguido que me lo cancelan y no dan ningun motivo, ahora tendre que ir otra ves al chat a preguntar porque y que se burlen de mi🙁

I'm sorry to hear that. Please forward me all the communication between you and the casino customer support regarding your canceled withdrawal requests at veronika.f@casino.guru. Alternatively, you may post screenshots here directly.

Also, have you made any deposits into this casino using bank transfer as your payment method?

Hi, I'm going to send you the chattranscript to the email indicated and I have only used paysafecard to deposit

Hola, voy a enviarte los chattranscript al correo indicado y solo he usado paysafecard para depositar

Thank you for your emails. Based on the information provided, it appears that your withdrawal requests are being canceled due to an error in your IBAN.

Could you please verify whether the IBAN you submitted is correct? Additionally, were you asked to provide any other banking details when requesting the withdrawal?

It’s also possible that the issue arises from the fact that you registered from Spain but are using a Belgian IBAN. Some casinos may require the bank account to match the country of registration.

Do you have another bank account you could use for the withdrawal, preferably one with an IBAN that corresponds to your country of residence?

Looking forward to your response.

Hello, the IBAN provided is correct and I have not been asked for other bank details when requesting the withdrawal and I have another account with an IBAN from Spain

Hola, el IBAN proporcionado es correcto y no me han pedido otros datos bancarios al solicitar el retiro y tengo otra cuenta con IBAN de España

Have you tried withdrawing your winnings to the bank account with Spanish IBAN?

I have not tried to withdraw from the account with a Spanish IBAN, I will wait to see if they pay/cancel the withdrawal that I have pending and then if they cancel it I will try that too.

No he probado a retirar en la cuenta con IBAN español, voy a esperar a ver si me pagan/cancelan el retiro que tengo pendiente y luego si me lo cancelan probare eso tambien

Thank you for your response. Could you please let me know if your withdrawal request was successfully processed?

Hello, the withdrawal that I requested to the Belgian IBAN has been cancelled again and I requested the withdrawal to a Spanish IBAN again and today they paid me.

Hola, el retiro que lo he pedido al IBAN de Belgica me lo han vuelto a cancelar y volvi a pedir el retiro a un IBAN de España y hoy mismo me han pagado

I'm glad to hear that. Can we therefore consider your issue resolved, or is there anything else I can assist you with? Please let me know.

This withdrawal is already paid and resolved, thank you very much

este retiro ya esta pagado y solucionado, muchas gracias

Dear 1bazat,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru