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I hit a jackpot of 5k and had one successful withdrawal of $900. Since then, any other withdrawals have been blocked because they won’t approve my proof of payment method. I’ve uploaded a photo of the front and back of my card like they’ve asked about 3 times now and it has been consistently rejected, claiming that the photo is not of what they asked for. Hopeless support by live chat & email responses also don’t answer my question and are extremely slow.

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Dear Luckylulu1111,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with the casino.

To better understand your situation and assist you effectively, could you please provide further details by answering the following questions:

• On which exact date did you request the withdrawal in question after your initial successful withdrawal?
• Can you please confirm whether you have previously completed and passed the full KYC verification?
• Which payment method are you using for withdrawal?
• Was the withdrawal method the same as the one you used successfully in the past?

Your cooperation in providing these details will help us investigate the matter and work towards a resolution.

I hope we will be able to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

i requested the withdrawal (the one which is yet to be received) on the 31st of December.

i have passed the ID verification but not the proof of payment verification which is my current issue. I have submitted a photo of the front and back of the credit card which is the payment method used to deposit funds, and then they will resend me an email asking for the same photos again. The payment method for withdrawal is to the same account which I used to deposit funds & the same method which was successful previously.

Dear Luckylulu1111,

Thank you for your reply and for providing the previous details.

Could you please clarify the following:

• When was your last successful withdrawal, and how long did it take to be processed?
• What is the current status of your withdrawal request in your casino account (e.g., pending or processed)? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Could you provide any evidence of the current status of your payment verification?
• Could you share any additional communication you have had with the casino? This may include screenshots, emails, or live chat records.

You may either upload the documents directly to the thread or send them via email to petra.h@casino.guru.

Thank you again for your cooperation.

Dear Luckylulu1111,

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,
Petra
Casino.Guru