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The problem is that they are making a lot of obstacles for me to withdraw the €2,000 that I currently have in my account, and at the beginning I had no problem and 3 withdrawals have been made correctly but for a few days they are not accepting my withdrawals and They are posting all the time that they have technical problems and they have to solve it with the operator.

On the other hand, there are times when the license appears to me how it activates and other times how it does not activate I need to know if this casino has an Operating License and on the other hand if I am going to be able to withdraw my two thousand euros.

Currently and unfortunately it is what I have in savings today because I thought they were going to pay it off on time and I have nothing else in my bank account to go I have to pay bills and they are charging interest for it Please give me a solution as soon as possible possible since I am beginning to be in quite poor health due to this issue.

Thank you

El problema es que me están poniendo muchísimas trabas Para retirar los 2000 € que actualmente tengo en la cuenta y es que al principio no tenía ningún problema y se han realizado 3 retiros de manera correcta pero desde hace unos días no me están aceptando los retiros y están poniendo todo el rato que tienen problemas técnicos y tienen que solucionarlo con el operador.

Por otro lado hay veces que me aparece la licencia cómo activa yotras cómo no activa mi necesito saber si este casino tiene Licencia Operativa y por otro lado si voy a poder conseguir retirar mis dos mil euros.

Actualmente y lamentablemente es lo que dispongo de ahorros a día de hoy por qué pense que me lo iban apagar a tiempo y no tengo nada más en la cuenta bancaria ir tengo que pagar facturas y están cobrando intereses por ello Por favor darme una solución lo antes posible ya que empiezo a estar bastante mal de salud por este tema.

Gracias

Dear Futuroalegre,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

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

Best regards,

Petronela

They have offered me other alternative payment methods such as bitcoins or electronic wallets but I cannot do it through them because I could only do it through transfers. I know that it is what I have been using normally and it has not given any problem

I have attached two screenshots, one of them are the withdrawals that I currently have pending, and the other are transactions that had been approved, but later the operator canceled them or denied them due to a problem that has never been told to me, they simply told me that Denied the operator and they are working on it.

Me han ofrecido otros métodos de pago alternativos como bitcoins o carteras electrónicas pero No puedo realizarlo a través de ellos porque únicamente podía hacerlo a través de transferencias sepa que es la qué estado utilizando normalmente y no ha dado ningún problema

He adjuntado dos capturas de pantallas una de ellas son los retiros que Actualmente tengo pendientes Y la otra son transacciones que me habían aprobado Pero posteriormente las canceló el operador o las denegó por un problema que jamás se me ha contado, simplemente me han dicho que la denegó el operador y que están trabajando en ello.

delete catches

Elimine las capturas

Me han cortado el inicio de sesión en mi cuenta!!! No puedo acceder!!! Que puedo hacer ante eso??? Me han puesto lo siguiente

Your account has been blocked.

During the self-exclusion period, you must not attempt to open a new account, and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address.

17:39

If you have any issues concerning your gaming account, please apply to our specialists via this email address: [email protected].

Please I need you to tell me something! I'm completely desperate

Por favor necesito que me digan algo! Estoy completamente desesperado

Well, my update is that they have asked me for my ID and today it seems that they have made the transfer, let's hope it arrives tomorrow.

I have missed more support, thank you

Bueno mi actualización es que me han pedido el DNI y hoy parece que me han realizado la transferencia, esperemos que me llegue mañana,.

He echado en falta más apoyo , gracias

Good news. Please let me know once you receive your winnings.

Received, but from casino guru I missed a little more support since I spent a few days without receiving an answer

Recibido, pero por parte de casino guru eche en falta algo más de apoyo ya que estuve algunos días sin recibir contestacion

Just because I don't respond the very next day doesn't mean I'm unwilling to assist you. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 600 complaints simultaneously, necessitating thorough investigation and analysis for each case.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Futuroalegre, for your confirmation, and please don’t 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,

Petronela

Casino.Guru