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I have been trying to make a withdrawal of 1000 euros since April 10th, I spent around 300 euros in a couple of days, after playing for several days I accumulated a little over 1000 euros, I decided to withdraw this amount and 10 days of madness asking for documents that do not even exist, my bank advised me to report a document that does not exist due to suspicion of fraud when asking for personal information, after 10 days I find myself several calls with two girls who laugh at me with each call I make giving me excuses of the nature that Openbank is not a Spanish bank to make the withdrawal (I gave them this possibility because I have had an Openbank account for years) my income has been in this case with a revolut card, one of them tells me that they do not accept this method for withdrawals and nevertheless 300 euros have been charged with this card (this is called scamming), after laughing at me on the phone and waiting 24/48 eternal hours that never end, the last thing they tell me after to send me an email saying that I can now make a refund after sending several photos of my ID on both sides and Seafis with it in hand, several times the Revolut cards on both sides, like 4 profiles of several bizum that I have made, they always call you first one and then the other, you can tell they are together and they tease you and even laugh at you saying that your partner has not told you what one tells you one day and another says the opposite the next day (two first-rate scammers), I have been playing on various slots websites for years and I have won larger amounts on other occasions and I have never had any problems, what I do not understand is how a website that is worth its salt has these two people laughing at its customers in a situation like this, it is the first time that a situation like this has happened to me, today it was supposed that everything was already requested and in PayPal they were going to make the refund without a problem and what is my surprise that they return the balance to the account and block the withdrawal button with the excuse of another 24/48 hours of verification, I will take action today, I hope this helps so that someone receives this complaint about this website that is dedicated to scamming and the worst thing is that its technical service is trained to laugh at you in this situation that if possible is even more shameful, I give my 1000 euros for lost but I hope that they who have lost their dignity lose all possible clients due to scammers, I hope this complaint helps so that no one registers on this website, there are others that work very well and do not cheat, I am a user of this website and I will continue playing on others where legality is worked on, the photo that I attach is the situation that they have left me right now, balance of 1000 and withdrawal turned off, I have an email where they tell me 2 days ago that everything is already verified and I can withdraw without problem, I attach it too, thank you for giving me the opportunity to express this feeling of scam, greetings

Llevo desde el día 10 de abril para hacer un reintegro de 1000 euros,gaste alrededor de 300 euros en un par de días,tras jugar varios días acumule algo más de 1000 euros,decidí sacar está cantidad y 10 días de locura pidiendo documentos que ni existen,mi banco me aconsejo denunciar por un documento que no existe por sospecha de estafa al pedir datos personales,me encuentro después de 10 días varias llamadas con dos chicas que se ríen de mi a cada llamada que hago dándome excusas del índole que Openbank no es banco español para hacer el reintegro (les di está posibilidad por qué tengo hace años una cuenta Openbank)mis ingresos han sido en este caso con una tarjeta revolut,una de ellas me dice que no aceptan para hacer reintegro este método y son embargo se han cobrado 300 euros con esta tarjeta(esto se llama estafar), después de reírse de mi por teléfono y esperar 24/48 horas eternas que nunca se acaban,lo último que me dicen después de mandarme un correo diciendo que ya puedo hacer reintegro tras mandar varias fotos de mi DNI por las dos caras y seafis con el en la mano,varias veces las tarjetas de revolut por las dos caras,como 4 perfiles de varios bizum que he hecho, siempre te llaman primero una y luego la otra,se nota que están juntas y te vacilan y hasta se ríen de uno diciendo que tu compañero no te ha dicho lo que una te dice un día y otra dice lo contrario al otro día(dos estafadoras de primer nivel),llevo años jugando a varias webs de slots y he ganado en otras ocasiones más cantidades y jamás tuve ningún problema,lo que no entiendo es como una web que se preste tiene a estas dos personas riéndose de sus clientes antes una situación así,es la primera vez que me pasa una situación así,hoy mismo se suponia que ya estaba todo solicitado y en PayPal me iban a hacer el reintegro sin problema y cual es mi sorpresa que me devuelven el saldo a la cuenta y me bloquean el botón de retiro con la excusa de otras 24/48 horas de verificación,voy a tomar hoy mismo medidas,espero que esto sirva de ayuda para que alguien le llegue está queja de esta web que se dedica a estafar y lo peor tiene a su servicio técnico entrenado para reírse de uno ante está situación que si cabe es todavía más vergonzoso,doy mis 1000 euros por perdidos pero espero que ellos que han perdido la dignidad pierdan todos los clientes posibles por estafadores,espero que está queja sirva de ayuda para que nadie se registre en esta web,hay otra que trabajan muy bien y no engañan,soy usuario de estás web y voy a seguir jugando en otras donde se trabaja la legalidad,la foto que adjunto es la situación que me han dejado ahora mismo,saldo de 1000 y retiro apagado,tengo un mail donde me dicen hace 2 días que ya está todo verificado y puedo retirar sin problema,lo adjunto también, gracias por darme la oportunidad de expresar está sensación de estafa,un saludo

Dear abarba10,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thanks for the reply. Yesterday they told me I could make a refund. They gave me the OK again. I did it through PayPal and I still don't have the money in my account. If I have any news, I'll let you know. Best regards.

Gracias por la respuesta,ayer me dijeron que ya podía hacer reintegro,me volvieron a dar el ok,lo he hecho por método PayPal y todavía no tengo el dinero en mi cuenta,si tengo novedades hos lo haré saber,un saludo

Dear abarba10,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, they have enabled withdrawal for me, I have reimbursed it several times through PayPal and through the same payment method that I usually use (in my case, a Revolut card). So far this year I have 21 deposits for a value of 1,200 euros. I have contacted my bank and they have all the expenses, and that is only for this year. I have sent my Revolut card to them more than 3 times through two emails and through their own chat.... now they accept the withdrawals and then after 24 hours they return to my account balance.... I have tried in various amounts, some of 500 and others of 100.. they send me the accepted email and in 24 hours it returns to the account balance.... I have been trying like this for two days and there is no way.. I have all the refund acceptance emails as evidence... in case you need documents... I hope for your help and that it is resolved as soon as possible... I am already taking measures with the DGOJ... I am going to file a complaint in the next few days for breach of the Law 13/2011, I've already spoken with them and I'm just going to wait 24 more hours for them to issue my refunds... Thanks in advance for your help, regards.

Hola,me han habilitado retiro,lo he reintegro varias veces por PayPal y por el mismo medio de pago que suelo hacer (en mi caso tarjeta revolut),en lo que va de año tengo 21 ingresos por un valor de 1200 euros,me he puesto en contacto con mi banco y tengo todos los gastos y eso solo es de este año...mi tarjeta de revolut se la he mandado más de 3 veces por dos correos y por su propio chat .... ahora me aceptan los retiros y luego a las 24 horas vuelven a mi saldo de mi cuenta...lo he intentado en varias cantidades,algunos de 500 y otros de 100..me mandan el correo de aceptado y en 24 horas vuelve al saldo de la cuenta....así llevo dos día intentando y no hay manera ..tengo todos los correos de aceptación de reintegro como pruebas...por si necesitáis documentos...espero vuestra ayuda y se resuelva cuanto antes...estoy tomando ya medidas en la DGOJ...voy a poner una denuncia en los próximos días por incumplimiento de la ley 13/2011,ya he hablado con ellos y solo voy a esperar 24 horas más para que me hagan los reintegros... gracias de antemano por su ayuda,un saludo

Hello, I spoke to your customer service today and they paid me 400 euros via PayPal. I'm missing another 600 euros, which they told me is under review. When I have everything, I'll let you know to close the claim. Thank you for addressing my complaint. Best regards.

Hola,he hablado con su atención al cliente hoy y me han abonado por PayPal 400 euros,me faltan otros 600 que me dicen que están en revisión,cuando tenga todo hos comento para cerrar la reclamación, gracias por atender mi queja,un saludo

Hello, I just received the other 600 right now through PayPal. After 14 days, several verifications, several conversations, and making claims, I finally have my 1,000 euros. Thank you so much for helping me. Best regards.

Hola,me acaban de ingresar los otros 600 ahora mismo por PayPal,después de 14 días y varias verificaciones y varias conversaciones y reclamando,por fin tengo mis 1000 euros,mil gracias por ayudarme,un saludo

Dear abarba10,

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,

Nick Bacon

Casino.Guru