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I am not able to withdrawel 500 EUR

Dear Rymo91p,

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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hey Dominika,

Yes, in the past I was able to withdrawal small amounts of money. Yesterday, I won a little bit more between 500-600EUR and I am not able to withdrawal.

I just deposit money with IDEAL, the money left my bank account and got visible in the TrueLuck online casino, I played a while and desided I wanted to pay out. This is where the problems started.

I received the message below:

"Your payment is being processed Dear player, you will be able to initiate a withdrawal as soon as we receive your previous deposit into our account - this will happen very soon"

This is a very suspicious thing, how is it possible? I paid, they have my money and now I can't get it all back.

I also spoke to support by the way, they say they can't do anything for me and that I should be patient.

• KYC verification: This casino does not verfy anything, you can just create an account and within minutes you are able to play.
• Everything was done without any bonusses, I never take any bonuses.

Let me know if you need anything else.

Kind Regards,

Peter.

Dear Rymo91p, did you request the withdrawal only after meeting any possible wagering requirements tied to your deposit? Even without a bonus, some casinos still require the deposit to be wagered at least once before a withdrawal is allowed.

Do you currently have any pending withdrawal requests visible in your casino account?

Have you contacted the casino to ask whether any kind of verification is needed before they can process your withdrawal? Sometimes, verification may still be required even if it’s not requested automatically.

Dear Rymo91p,

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,
Dominika
Casino.Guru