The whole withdrawal system has been down for two days - you cannot withdraw at all. I haven’t been able to even do the withdrawal.
Did the casino say why this is the case and whether they are doing maintenance of the whole system? I saw you said withdrawal maintenance so I'm trying to find out if we mean the same. If they are doing that, maybe it will be little bit longer and you will have to wait till there will be end of the process.
Same response for two days - that their withdrawal system is from a third party and they have no ETA. There are no options available to withdraw
I am attaching all relevant screenshots, chat logs, and balance history for verification. I look forward to your guidance on the next steps.
I looked at what you sent me. In the first screenshot, I would be particularly interested in what the casino told you before. You mention and say that you thank them for explaining wagering and so on, but I can't see what the casino wrote to you. Could you send me a screenshot where I can see the previous conversation?
Same response for two days - that their withdrawal system is from a third party and they have no ETA. There are no options available to withdraw
Many casinos use third-party payment providers, which are fine. If they are undergoing maintenance, then you will probably have to wait until it is finished. In such cases, the casino should try to inform players in a timely manner and as best as possible, but not everything is in their hands.
Hope it will be solved soon.
Here are the exact details of the bonus and wagering:
Bonus amount received: ₹11,917.25
Bonus type: Bonus link (non-deposit)
Wagering requirement: 15x
Total wager required: ₹178,758.87
Wager completed: ₹178,758.87 (fully completed before expiry)
Status shown: Done
Withdrawable funds shown after completion: ₹11,917.25
Before continuing wagering, I explicitly contacted live support to confirm whether all profits would be withdrawable after completing the 15x rollover.
The support agent (Winslow) clearly confirmed in writing that:
Once I complete the full 15x rollover requirement before expiry, my entire balance including all profits would become withdrawable.
I acknowledged this confirmation and continued wagering only based on this assurance.
Using this bonus balance, I played games and earned significant profit. At one point, my bonus balance showed a much higher amount during gameplay.
However, the moment I completed the wagering requirement, the casino removed all profits earned from the bonus, leaving only ₹11,917.25 as withdrawable, despite:
Wagering being fully completed
Prior written confirmation from live support
No rule violation on my part
Additionally, after this happened, my profile and related data appear to have been altered or removed, which raises serious concerns.
I am attaching the following screenshots for clarity:
Rollover details showing wagering completed
Live chat conversation where full withdrawal was confirmed
Gameplay screen showing higher balance earned from the bonus
From my understanding, if profits are not withdrawable, this must be clearly stated before wagering, not contradicted by live support.
I believe this is an unfair practice and misleading confirmation from the casino side. I respectfully request Casino Guru’s assistance in reviewing this case and helping ensure fair resolution.
My details: Username: muddypunk
User ID: 16768983
Thank you for your time and support. I am ready to provide any additional information if required.
Thanks for another screenshot. I see that the agent probably didn't give you the best information.
According to what I saw in the complaint, Petronela shared some bonus terms. She also asked you the same thing I asked you.
Be sure to post it and we'll see what can be done.
Δωρεάν επαγγελματικά εκπαιδευτικά μαθήματα για υπαλλήλους online καζίνο, με στόχο τις καλύτερες πρακτικές του κλάδου, τη βελτίωση της εμπειρίας των παικτών, και τη δίκαιη προσέγγιση στα τυχερά παιχνίδια.
Μια πρωτοβουλία που ξεκινήσαμε με στόχο τη δημιουργία ενός συστήματος καθολικού αυτο-αποκλεισμού, που θα επιτρέπει στους ευάλωτους παίκτες να μπλοκάρουν την πρόσβασή τους σε όλες τις ευκαιρίες online τυχερών παιχνιδιών.
Μια πλατφόρμα που έχει δημιουργηθεί για να επιδείξει όλες μας τις προσπάθειες που στοχεύουν στην πραγματοποίηση του οράματος ενός πιο ασφαλούς και πιο διαφανούς κλάδου τυχερών παιχνιδιών.
Ένα φιλόδοξο έργο στόχος του οποίου είναι να τιμήσει τις μεγαλύτερες και πιο υπεύθυνες εταιρείες στον κλάδο των online τυχερών παιχνιδιών και να τους αποδώσει την αναγνώριση που αξίζουν.
Θα ανακατευθυνθείτε σύντομα στον ιστότοπο του καζίνο. Παρακαλούμε περιμένετε. Αν χρησιμοποιείτε λογισμικό αποκλεισμού διαφημίσεων, ελέγξτε τις ρυθμίσεις του.
