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Since July 8th they eliminated the payment market withdrawal method and I have my money without being able to withdraw it, the other methods do not work for me, I need my money in my CVU account, in support they say that I have to wait but I want my money, I can't wait any more days, there is no other method to withdraw by CVU or CBU, in my region there is none, I can by astropay but that application in my region does not allow me to transfer money to a bank account, that's why I need my money in my bank account .

Desde el día 8 de Julio que eliminaron el metodo de retiro por mercado pago y tengo mi dinero sin poder retirarlo, no me sirven los otros metodos, necesito mi dinero en mi cuenta CVU, en soporte dicen que tengo que esperar pero quiero mu dinero, no puedo esperar mas dias, no hay otro metodo para retirar por CVU o CBU, en mi región no hay, Por astropay puedo pero esa aplicación en mi región no me permite transferir dinero a cuenta bancaria, por eso necesito mi dinero en mi cuenta bancaria.

Dear Sergio05,

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. 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. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before? Do I understand correctly that the casino intends to bring back the payment method in the near future?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, yes I made successful withdrawals before, all through the payment market method, which is the only one that sent the money to my CVU account, currently there is no withdrawal method to a CVU or CBU bank account in my region, for this reason I have my money without power Withdraw from July 8, I had more money, I came to have 41,000 ARS but because I was not able to withdraw it, the temptation to play made me lose some of that amount playing, if I had been able to withdraw it, that would not have happened.

I am waiting for them to give me a solution to be able to withdraw my money to my CVU bank account or my CBU bank account, please I need my money, my daughter is sick and I need to buy medicines, I need that money 🙏

Hola si hice retiros exitosos antes, todos por metodo mercado pago que es el único que me enviaba el dinero a mi cuenta CVU, actualmente no hay metodo de retiro a cuenta bancaria CVU o CBU en mi región, por tal motivo tengo mi dinero sin poder retirar desde el día 8 de Julio, tenía mas dinero, llegue a tener 41000 ARS pero por no poder retirarlos la tentación de jugar hizo que perdiera algo de ese monto jugando, si hubiera podido retirarlos no hubiera pasado eso.

Estoy esperando que me den una solución de poder retirar mi dinero a mi cuenta bancaria CVU o mi cuenta bancaria CBU, por favor necesito mi dinero, tengo mi hija enferma y necesito comprar medicamentos, necesito ese dinero 🙏

Hello, Sergio05!

We deeply apologize for not meeting your expectations. We understand that this is not the level of quality we strive for.

To resolve the issue you encountered, I reached out to the head of our payment department. 

We have identified the reason why you are unable to withdraw your funds - you entered an incorrect account number during the withdrawal process. The system is unable to identify the wallet number you entered, which is why the payment agent is canceling the transaction. In order to successfully withdraw your money, please double-check your account details. Once you have verified all the data, please proceed with the withdrawal using the same method you used in your previous withdrawal (Kvitum).

 In order to address your concerns effectively, we have sent you an email. Kindly check your inbox or 'Spam' folder for our message, as we are committed to resolving the issue and providing you with the necessary assistance. We appreciate your cooperation and look forward to your prompt response.

I do not have Kvitum, they were desperate attempts to withdraw my money, I need my money in my CVU bank account or CBU bank account, please, there is no method in my region to withdraw by bank account, they eliminated the payment market method and currently I cannot withdraw my money, give me my money, I really need it, that money is to buy medicines for my sick daughter, that's why I can't play them 🙏🙏😢

No tengo Kvitum, fueron intentos desesperados por retirar mi dinero, necesito mi dinero en mi cuenta bancaria CVU o cuenta Bancaria CBU, por favor, no hay método en mi región para retirar por cuenta bancaria, eliminaron metodo mercado pago y actualmente no puedo retirar mi dinero, denme mi dinero, lo necesito de verdad, ese dinero es para comprar medicamentos para mi hija enferma, por eso no los puedo jugar 🙏🙏😢

And I never withdrew money through kavitum, I say again, they were desperate attempts to withdraw my money, the only successful withdrawal method I had was the payment market method

Y nunca retiré dinero por kavitum, vuelvo a decir, fueron intentos desesperados por retirar mi dinero, el único metodo de retiro exitoso que tenía era metodo mercado pago

My daughter and I cannot wait any more days, we need the money, I cannot borrow more money from relatives for having the money in their casino without being able to withdraw it, if my daughter's condition worsens I will show evidence, we need medicines, we need the money now

Mi hija y yo no podemos esperar más días, necesitamos el dinero, no puedo pedir mas dinero prestado a familiares por tener el dinero en su casino sin poder retirarlo, si mi hija empeora el estado mostraré evidencias, necesitamos medicamentos, necesitamos el dinero ya

Dear, Sergio05!

I once again turned to the head of our payment department for your situation in order to help you as soon as possible. Your previous withdrawal method (Pagospay) is temporarily switched off due maintenance now, as the agent has technical problems with the bank. This problem is being solved, but the payment agent does not give the exact terms of the solution.

In order to withdraw funds, you need to choose another method. We recommend Astropay, since you have already withdrawn to it. First you need to choose a method. after you have chosen, you need to make a minimal deposit. When you make a deposit, you need to wager it to activate a new method.  And then your method will be activated for withdrawal. Let us know if you need further assistance with it.

Astropay is not useful for me to withdraw because in my region it does not allow me to transfer the money to my bank account, I need a method for a CVU or CBU bank account, but rather that those responsible for payment make a transfer to my CVU themselves, please I need the money, I can't wait any more days my baby needs medication and I can't borrow more money

No me sirve Astropay para retirar porque en mi región no me permite transferir el dinero a mi cuenta bancaria, necesito un metodo para cuenta bancaria CVU o CBU, sino que los responsables de pago me hagan ellos mismos una transferencia a mi CVU por favor necesito el dinero, no puedo esperar más días mi nena necesita medicamentos y no puedo pedir mas dinero prestado

We have carefully verified the functionality of the AstroPay payment method, and it is available for money withdrawal in Argentina. You need to find Bank Cards: Credit card via AstroPay.

I don't have a credit card, I only use the money in my CVU or CBU bank account, please 🙏 that's why I used the market payment method, which was the only one that sent the money to my bank account

No tengo tarjeta de crédito, solo me sirve el dinero en mi cuenta bancaria de CVU o CBU, por favor 🙏 por eso utilizaba método mercado pago que era el único que me enviaba el dinero a cuenta bancaria

Please, I'm connected 24 hours a day, waiting for a solution. I need the money for my daughter's medicines 😢

Por favor estoy las 24 horas conectado esperando una solución necesito el dinero para los medicamentos de mi hija 😢

I deposited by credit card and requested a withdrawal for it, I hope that the money arrives to my debit card, otherwise I will deposit from Astropay to the casino again because I already clarified that the Astropay application does not allow me to transfer to a bank account

deposite por credit card y pedi retiro por el mismo, espero que me llegue el dinero a mi tarjeta débito, de lo contrario volveré a depositar de Astropay al casino nuevamente porque ya les aclaré que de Astropay la aplicación no me permite transferir a cuenta bancaria

The truth is, I don't know if I did the right thing because now I lost more money depositing to be able to withdraw the 24,000 ARS I had, this has me unable to sleep, I'm devastated 😢

La verdad no se si hice bien porque ahora perdí mas dinero depositando para poder retirar los 24000 ARS que tenía, esto me tiene sin poder dormir, estoy destrozado 😢

The money did not arrive on my debit card, I reached the Astropay application, then I was able to make a transfer to my CBU, if the money arrives I will change the review to positive, if the money does not arrive and another inconvenience arises, know that I am they ruin in every way, until I have my money I won't be calm, wish me luck, I need it 😢🙏

no me llego el dinero a mi tarjeta débito, me llego a la aplicación Astropay, luego pude realizar una transferencia a mi CBU, si me llega el dinero cambiaré la reseña a positivo, si no me llega el dinero y surge otro inconveniente sepan que me arruinan en todo sentido, hasta no tener mi dinero no estaré tranquilo, deséenme suerte, la necesito 😢🙏

Dear, Sergio05!

I see that your withdrawal was successful. Can you confirm if you have received the funds?

When I have my money in my bank account notice

Cuando tenga mi dinero en mi cuenta bancaria aviso

The money has already arrived in my bank account, I waited many days to have my money, since July 8. I hope they don't remove more withdrawal methods without prior notice, and that they make up for all this inconvenience with some money, but I know they won't.

Ya me llegó el dinero a mi cuenta bancaria, esperé muchos días para tener mi dinero, desde el 8 de Julio. Espero que no eliminen mas metodos de retiro sin previo aviso, y que compensen con algo de dinero todo este inconveniente, pero se que no lo harán

Dear Sergio05,

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,

Kristina

Casino.Guru