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Dear Casino Guru team,

I would like to share with you the issue I’ve faced regarding the withdrawal of my funds, totaling €900. I repeatedly tried to withdraw the amount to my Revolut IBAN – the same account I have successfully used in the past without any issues. However, this time all my withdrawal attempts were cancelled without any clear explanation.

The only response I received was that I needed to contact support, and that withdrawals must be made to an account based in my country. However, I use Revolut specifically for security and reliability, and I don’t understand why it is suddenly not accepted when it has worked perfectly in the past.

I was insistent on withdrawing the funds because I urgently needed them. The repeated rejections and lack of clear communication caused me a lot of stress, and unfortunately, I ended up spending the money on the platform — something I wouldn’t have done if the withdrawal had been processed as before.

Please review my case and help me find a fair resolution, as I truly believe the handling of my situation was inconsistent and unfair compared to previous experiences.

Kind regards,

Dennis

Dear Boulkanizater,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Casino Guru team,

Thank you for your response and for taking the time to review my case.

I would like to clarify that when I deposited money using my Revolut card, the transaction went through without any problem. The card was verified, which means I had already submitted my Revolut bank statement to the casino, and it was accepted as valid documentation.

However, when I later tried to withdraw my funds using my Revolut IBAN, all my withdrawal requests were rejected without any clear reason. This was very frustrating and confusing, especially since the same banking method had previously been accepted during deposit.

Because of the repeated rejections, and without knowing the reason behind them, I became anxious and kept trying to withdraw the funds. Unfortunately, as a result of the ongoing delays and uncertainty, I ended up playing and losing the money – which I had no intention of doing when I first requested the withdrawal.

I use Revolut as a secure and reliable financial service, and I still don’t understand why the same method was accepted for deposit but not for withdrawal.

I hope this explanation helps clarify the situation. I truly appreciate your support and hope you can assist in finding a fair resolution.

Kind regards,

Dennis

I would like to clarify and emphasize a few key points that I believe are central to the fairness of my complaint:

1. Verified Deposit Method vs. Withdrawal Block

I used a verified Revolut card to make deposits into my account — a method that was accepted by the casino and passed KYC checks. This created a reasonable expectation that the same source or account would be eligible for withdrawals. At no point was I informed that it would be unacceptable for withdrawals, and no warning was presented during the deposit or verification stages. If this method wasn’t compliant for withdrawals, it should not have been accepted or verified for deposits.

2. Repeated Rejections Increased My Risk as a Player

My original intent was to withdraw the money, not to continue gambling. However, my withdrawal requests were repeatedly rejected without clear reasons or support, leaving the funds trapped in an account on a gambling platform. This prolonged exposure to a gambling environment increased the risk of impulsive decisions — something that responsible operators should actively help prevent. The confusion and frustration from the situation led me to lose the balance. That would not have happened if the withdrawal had gone through or if guidance had been clearer.

3. Consistent and Loyal Player

I have deposited and played considerable amounts on the platform over time. This was not a dispute over terms but a single incident rooted in miscommunication and inconsistency. I accept my role in losing the balance but I believe the casino’s unclear handling and poor communication contributed directly to the outcome.

I respectfully ask for your support in reviewing this case through the lens of fair treatment and responsible gambling practices. I am not asking for compensation out of entitlement, but in the hope that a one-time goodwill gesture can correct what became an unfortunate and preventable loss.

Thank you again for your understanding and for promoting fair play in the industry.

Kind regards,

Dennis

Dear Boulkanizater, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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.

Dear Dominika,

Thank you once again for taking the time to look into my case.

To reiterate and clarify the core concerns:

I am fully KYC-verified.

I had no active bonuses.

I had made successful withdrawals in the past.

My Revolut account and card were verified and accepted for deposits.

The issue began when I attempted to withdraw my balance and received several rejections, without any clear or consistent explanation. I was instructed multiple times to "re-enter my IBAN" or that it would be approved "within three hours," but no warning was ever provided that the Revolut method may not be accepted for withdrawals — despite it being fully verified and successfully used for deposits. This is highly misleading, and raises the question: why verify a payment method if it is not eligible for both deposits and withdrawals?This should have been addressed in the verification process that i would not be eligible to withdraw with this method.

As a result of this confusion, and after multiple failed attempts, I became increasingly uncertain and stressed about the status of my funds. The casino’s support provided no clarity, no direct communication from management, and no guidance. The prolonged uncertainty triggered frustration, doubt, and eventually impulsive behavior. Believing my funds were essentially stuck or lost, I canceled the withdrawal and played them. This was not an informed or intentional decision — it was a reaction to a lack of transparency and emotional pressure in a gambling environment.

While I accept responsibility for canceling the withdrawal, the context and the environment created by the casino must also be taken into account. Casinos have a duty of care, particularly under Curacao eGaming licensing standards, to treat players fairly, communicate clearly, and support responsible gambling behavior. This is reflected in Article 6 of the Curacao Code of Conduct, which emphasizes transparency and fair handling of player funds.

As a VIP customer, I expected a higher level of support and care. Repeated failed withdrawals should have triggered a proactive review or at least some kind of managerial intervention. Instead, I was left alone to guess what was wrong — ultimately making a decision I now regret.

This situation has created a sense of mistrust and disappointment, especially considering that a verified payment method (Revolut) was used legitimately but still resulted in withheld access to funds without proper explanation. That inconsistency alone would be deeply troubling to any player — let alone one at VIP level.

I respectfully request that this matter be evaluated in light of the responsibilities of licensed casinos to manage player funds with clarity, transparency, and fairness. I am hopeful that with Casino Guru’s help, this can be resolved not just by the letter of the rules, but in line with the broader principles of ethical gambling operations.

Kind regards,

Dionysis

Dear Boulkanizater, just to make sure I fully understand — do you currently have any remaining funds in your casino account, or has the entire balance already been lost through gameplay?

Please note that a player is always responsible for the funds available in their account until they are successfully withdrawn. If the funds were lost after the withdrawal was canceled and used for further gameplay, unfortunately, the casino is not obliged to return those losses.

That said, I’d like to ask what your current intention is: do you wish to continue playing at this casino, or are you looking to close your account or seek further action? Knowing your preference will help us better guide the next steps and determine how we can best assist you moving forward.

Dear Dominika,

Thank you again for your time and your response.

There are no more available fund in my account.

I understand your position and the general policy regarding played funds. However, I would like to emphasize once more that my primary concern is not about the policy in isolation, but about how this situation developed — with multiple withdrawal rejections, no timely or clear explanation, and continued confusion even after reaching out repeatedly.

As a verified customer using an accepted payment method, I believe I had every reason to expect the withdrawal to succeed. The lack of transparency and support created a sense of uncertainty and distress, which heavily influenced my decision-making.

I understand there are rules, but I also believe responsible gaming and fair customer treatment are just as important — especially when the situation could have been avoided with more proactive communication.

I kindly ask you to consider this one more time, not only from a technical rules perspective, but from the standpoint of fairness and customer care.

Kind regards,

Dennis

Dear Boulkanizater, we understand your concern regarding the use of your Revolut account, especially since you have successfully used it for both deposits and previous withdrawals. However, please allow us to clarify an important point: even if a payment method was accepted previously, it does not guarantee that it will remain available for future withdrawals.

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.

Given that the entire balance has already been played and lost, we regret to inform you that we are no longer in a position to recover those funds. As much as we empathize with your situation, the casino is not obligated to refund funds that were voluntarily wagered after withdrawal attempts were canceled.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.