i deposited with LTC and played at the casino. I have a cash balance of 100 which I would like to withdraw. The only option is BTC and i have tried 3 addresses and the system says that they are all invalid. I have been on chat for 2 hours and they have no solutions. I think that they are a scam.

Dear bhart,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with AztecParadise Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Have you successfully passed the KYC verification process, please?
• Could you please provide the exact date your initial withdrawal request?

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,

Katarina

They say that as a crypto player you do not need to be verified.

I cannot withdraw as above.....I deposited with LTC....that is not an option to withdraw....BTC won't work and I tried bank transfer and it was declined.

Dear bhart,

thank you for your reply.

Could you please provide the exact date your initial withdrawal request?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

This has all been sent

Thank you very much, bhart, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, bhart!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Thank you for your message.

After reviewing the case in full, here are the facts:

The player deposited €110 using cryptocurrency and received a 300% first deposit bonus (€330), which was later cancelled by the player. Before requesting a withdrawal, the player did not meet the required 3x wagering on the deposit. This is a standard condition for all crypto deposits and is part of our anti-fraud and anti-money laundering policies.

At the time of the withdrawal request, the player had not wagered the deposit and had already used and lost multiple bonuses. The withdrawal was therefore declined. On 23/06/2025 at 15:48, the player’s account manager, Robi, clearly informed the player of this, and a note was added to the account confirming that the player must wager the deposit 3x on slot games before a withdrawal can be made.

That said, had the player simply regretted the deposit without using bonuses or gameplay, we could have considered refunding the deposit. We are always open to reasonable discussion when an account has not been used. However, in this case, the account was active, bonuses were claimed, and gameplay occurred — meaning the deposit is now subject to the standard wagering requirement.

We are happy to resolve the matter fairly. If the player wishes to continue playing and meets the required wagering, a withdrawal will of course be processed. Alternatively, if they wish to explain the situation further, we remain open to reviewing it.

We aim for full transparency and fairness in all cases.

Thank you

AztecParadise Support Team

Thank you for your response, AztecParadise Support Team!

bhart, can you confirm what the casino said?

Dear bhart,

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.