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I downloaded the app/game with a $2,500 bonus which it was claimed you could withdraw straight to you account. I then won more money & have total of $10,400 im trying to withdraw. I went to withdraw & it failed & said it had to deposit $50 to verify my account, i did not realise it had to be $50 US dollars & after i deposited i tried to withdraw again, same problem...contact customer service & they told they me there was nothing I could do but deposit the $50 to clear the system error & I could withdraw, I made a second deposit of $50 same thing happened. Contacted customer service & complained but also asked why each deposit reflected a different amount, it was then i realised it must be in a different currency so I ask customer service & it was only then they told me it had to be in US dollars. I made a 3rd deposit & same thing happened, couldn't withdraw due to a new reason I know had to deposit $100US to verify my crypto wallet due to suspicious activity then I could with draw, every time i deposited, due to exchange rate, fees i had to deposit 3 times ( almost $500 AU) until it was over the $100 amount that was being requested...I then went to withdraw & its now asking for another $211 deposit die to forced increase in account status is required &i need to reach the copper VIP status to resume withdrawing funds...thats over $400AU...with what ive already deposited i would of then deposited almost $1k to try & withdraw...customer service wint assist or give me an email address to the finance department & I don't know what to do from here. I want at least the mo ey back i deposited if it is a scam or what I won, the $10400.00....ive kept screenshots of all this as well. ..what can I do? Julie

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Dear JulieG,

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

Dear JulieG,

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.

Thank you so much for the response. I apologise for my delayed response. No i have not been able to withdraw my winnings, its now sitting at $22,953. I tried to withdraw a smaller amount of $7,000 to see if it would work, exactly the same thing happened, its asking me for another $211US so that I can withdraw...it says "based on your activity & bets on the Casino Automatic security system require a forced increase account status to resume withdrawal of funds. You need to reach copper VIP status in order to resume withdrawal of funds. You need to collect $211 XP out of $600 XP to copper VIP status. Please contact technical support if you have any additional questions"

You cant contact technical support there is none. The only type of support & they cant do anything but tell me to deposit $211 to fix the problem & withdraw,same as they told me with the other deposits i did...my KYC ratification etc has been done & passed no problem....what can we do next about this please?

Regards

Julie Geale

Dear Julie,

Thank you for your update.

Before we proceed further, could you please send me the exact website link (URL) of the casino where you registered and played?

This is very important for us to properly verify the operator.

I look forward to your reply.

Karla

Dear JulieG,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru