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Good Day

I attempted to make a withdrawal prior to making the deposit, however it was declined due to reason being "deposit required before withdrawal". 

I received an email from the casino stating that I need to make a deposit before I can proceed with my withdrawal. I have told them that I have already made the verification deposit a few weeks back and have already completed 1 successful withdrawal, however they insisted that I should make another deposit before I can proceed with the payout which I

have done. I spoke to more than one consultant who gave me the same instructions so at this point I simply followed the instructions that was given to me. 

A few hours later I received an email stating my withdrawal has been declined reason being "mixing deposit with free spins" and that this is forbidden which means I violated the terms and condition. I fail to understand why the casino can say I'm 

"mixing deposit with free spins" as they clearly instructed me to make the deposit. I did not deposit out of my own, therefore it was not my mistake but the casino itself for providing me with false information as I simply followed their instructions. My winnings were voided and I was left with my initial deposit which is very unfair as this was not my mistake, therefore I am entitled to receive the withdrawal and I cannot take responsibility for a mistake that I did not make. 

Please find attached proof of the above matter. 

Regards. 

Dear Alesha31,

Thank you very much for submitting your complaint and for forwarding the relevant communication. I’m sorry to hear about your problem. Could you please forward a screenshot of your bonus history to petronela.k@casino.guru? Was your account successfully verified in the past?

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

The issue has been resolved. Thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Alesha31, 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