Hello,

I need your help. About everything in order.

On February 04, I registered on the casino website, on February 12 and 16, I added $1,243 to my gaming account.

When I managed to win a little and wanted to withdraw my funds, I had problems: the only withdrawal available on the casino website for me was Webmani. But webmani is blocked in my country of residence. I suppose the casino knew that. I find it absolutely improper to offer me the only possible method of withdrawal that is illegitimate in my country.

On February 22, I sent an official complaint to the casino.

After, the casino sent me a request for personal documents. My documents have been reviewed and verified successfully. However, now the casino does not provide any methods available for output at all.

I again contacted the casino, I was offered to open an account in Euro, and close the current account in USD.

I believe that the casino is not entitled to impose on me the opening of a second account, and also is not entitled to deprive me of the possibility of withdrawing funds.

I ask the casino to credit my balance to the details from which the deposits were made.

Dear Sribl0,

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.

• Do I understand correctly that $3,901 (dispute value) is being held in your casino account?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it 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,

Kristina

Hello,

Yes, that's right, I have $3,901 in my casino account. Winnings are accumulated without bonus.

I sent you a correspondence to [email protected].

Thank you very much, Sribl0, 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, Sribl0!

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.

Thank you!

Hello! So, my issue has been sorted out. I don't need any more help. The casino helped me get my money. I've received the funds in full.

Thanks for sorting that out. No complaints about the casino here!

Dear Sribl0,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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,

Pavel K

Casino Guru Team