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Unable to withdraw money because I am unable to deposit money with my new card, and I have also reached the maximum winnings amount

Dear dhind1990,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus, please?

Have you tried contacting the casino regarding this issue?

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

The winnings are a real money balance, so it's winnings from deposits I have made into the casino account, I have never been able to withdraw any money, even though I had to provide three different proofs of identity, I had to get a new bank card because I thought it was a fault with that, but now it's a new card I can't withdraw into that account unless I have made a deposit, but because I have reached my maximum winnings I cannot deposit into the account, also there customer service is useless

Thank you very much for your reply, dhind1990. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear dhind1990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.