Casino Extra - El retiro del jugador ha sido cancelado sin notificación.

My experience with this casino is unacceptable, so I advise everyone not to play here; it is a SCAM.

I registered as a new user and deposited €50. After playing for a while, I had €125 and requested a withdrawal via bank transfer (the payment method I used to deposit).

I attached all the documents they requested for my account verification and to process the withdrawal. Then, I requested the withdrawal of €125.

Two days later, the withdrawal is marked as "approved" in my history, and I just have to wait to receive the funds. However, to my surprise, my balance still shows €125. I checked and confirmed this balance was not part of the withdrawal since it continued to appear as "approved" in the system.

Thinking this balance might be due to some bonus or gift, I played and lost it, but I made this decision because my history still showed the withdrawal as APPROVED.

After ten days of waiting, during which the withdrawal still appeared as APPROVED, THE SUPPORT CHAT TECHNICIANS TOLD ME THAT IT WAS CANCELED BY THEM WITHOUT NOTIFYING ME OR ME REQUESTING THE CANCELLATION and that I had lost the funds by playing them.

IN OTHER WORDS, THEY CANCEL WITHDRAWALS AND DON'T PAY THEM WHILE MISLEADING THE USER BY INDICATING THAT THEY ARE "APPROVED".

I've been arguing with them all day, but they refuse to pay the balance.

So don't play here; they cancel withdrawals, don't pay them, but deceive the user by indicating in the history that they are approved.

It's a scam. DO NOT PLAY HERE.

Mi experiencia con este casino es lamentable, por lo que recomiendo a todo el mundo que no juegue aquí, es una ESTAFA.

Me registro como nuevo usuario y depósito 50€. Tras un rato de juego llegó a ponerme con 125 euros y solicito la retirada, por transferencia bancaria mismo (método de pago con el que deposité)

Adjunto todos los documentos que me solicitan para la verificación de mi cuenta y para efectuar la retirada. Tras esto solicito el retiro de 125 euros.

A los dos días el depósito figura como "aprobado" en el historial y ya solo tengo que esperar a recibir los fondos, pero para mi sorpresa en mi balance del saldo tengo 125€. Yo compruebo que este saldo no es parte de la retirada, ya que esta sigue figurando como "aprobada" en el sistema.

Al pensar que ese saldo puede deberse a algún tipo de bono o regalo lo juego y lo pierdo, pero tomo esta decisión ya que en mi historial sigue figurando que la retirada está APROBADA.

Pues a los 10 días de continuar esperando el retiro en el que este sigue apareciendo como APROBADO, LOS TÉCNICOS DE SOPORTE DEL CHAT ME DICEN QUE ESTE FUE CANCELADO POR PARTE DE ELLOS, SIN NOTIFICARME A MÍ Y Y SIN YO SOLICITAR LA CANCELACION y que he perdido los fondos al jugarlos.

ES DECIR,CANCELAN LAS RETIRADAS Y NO LAS PAGAN Y ENCIMA ENGAÑAN AL USUARIO INDICANDO QUE ESTA ES "APROBADA".

Llevo discutiendo con ellos todo el día, pero se niegan a pagar el saldo.

Asique no jueguen aquí, cancelan las retiradas,no las pagan, pero engañan al usuario indicando en el historial que si que son aprobadas.

Es una estafa. NO JUEGUEN AQUI.

Dear FrBox100,

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. 

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

Have you received information about why the withdrawal was canceled?

Could you share screenshots of your transaction history, including the withdrawal and casino account name?

Could you please share your communication with the casino regarding the canceled withdrawal? 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.

Best regards,

Dominika

The casino stands by its response.

Despite the negligence of indicating in the history that my withdrawal had already been approved and sent, they defend themselves by saying that since I lost my balance they should not pay me anything.

I would accept a refund of the initial €50 I deposited, but not of the profits obtained, but they do not accept this possibility either.

Site scam.

El casino mantiene su respuesta.

A pesar de la negniglencia de indicarme en el historial que mi retirada había sido aprobada y enviada ya, se defienden diciendo que al perder mi saldo no deben pagarme nada.

Aceptaría una devolución de los 50€ iniciales que deposité, no así de las ganancias obtenidas pero tampoco me aceptan está posibilidad.

Estafa de sitio.

Dear FrBox100, thank you for your reply. I understand your frustration with the way the player's balance is displayed — it can certainly be confusing. However, while it is not user-friendly, it is not something we can classify as unfair. Players need to be extra vigilant about the amount in their account, especially when there’s a withdrawal. If they notice that the balance doesn’t change despite the request, it’s important to take note of that.

Attached is the screen where it is clearly seen that the withdrawal is "approved."

Furthermore, the breakdown of the same indicates that on the 12th it is "approved" and on the 14th the funds have already been sent to the requested bank account, thus generating confusion and giving me the impression that the money has already been sent.

This is an absolute lie that is perfectly written, which creates confusion for the player.

Adjunto la pantalla donde se aprecia claramente que la retirada es "aprobada".

Además el desglose de la misma, indica que el día 12 es "aprobada" y el día 14 que los fondos han sido ya enviados a la cuenta bancaria solicitada, generando por tanto la confusión y dándome a entender que el dinero ya ha sido enviado.

Es una absoluta mentira que está perfectamente escrita, lo que genera la confusión al jugador.

Dear FrBox100, I understand that this can be quite frustrating, especially when the information displayed can lead to confusion. However, I must emphasize that as the account holder, you are ultimately responsible for monitoring your account balance and any transactions. 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.