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Hello, I have about 4000 euros in my account and when I try to withdraw this money, they say there's a maximum of 200 euros per withdrawal which they must approve before I can withdraw another 200 euros.

I've been waiting for 48 hours now and still nothing, customer service is no help as they just tell me to wait.

Is there anyone else who has experienced this? Has anyone been able to get their money back?

Hej, har cirka 4000 euro på kontot när jag vill ta ut dessa pengar, så säger dom Max 200 euro per uttag som dom måste godkänna sen kan jag ta ut 200

igen, nu har jag väntat 48 timmar fortfarande ingenting, får ingen hjälp av kundtjänst då dom bara säger du får vänta

, är det fler som råkat ut för detta? Någon som fått tillbaka pengar ?

Dear Mickem99,

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

Hello again, What I react to the most is that they choose to lower it to only 200 euros... since I have 4000 euros, it will take a long time to withdraw the money

Etc. Mike

Hej igen, Det jag reagerar mest på är att dom väljer att sänka till enbart 200 euro… då jag har 4000 euro så kommer det ta lång tid att ta ut pengarna

Mvh Micke

Hello, now I have tried all withdrawal methods, they all deny without explanation!!! What do we do now??

Hej nu har jag provat alla uttags metoder dom nekar alla utan förklaring!!! Vad gör vi nu??

I have followed all their steps what do I need to do still they deny everything what do we do ???

Jag har följt alla deras steg vad jag behöver göra ändå nekar dom allt vad gör vi ???

Now I'm up to 14200 euros,, They deny all my withdrawal attempts, have tried bank cards, crypto and mifinity they deny everything! In the chat he says that he cannot guarantee my money. I am verified and followed all the steps please I need help now!!!

Nu är jag uppe i 14200 euro,, Dom nekar alla mina försök på uttag, har provat bankkort, krypto samt mifinity dom nekar allt! I chatten sägen han att han inte kan garantera mina pengar. Jag är varifierad och följt alla steg snälla jag behöver hjälp nu!!!

Thank you for your reply, Mickem99. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Hi, I passed the verification, been trying since Friday a week today still nothing happens, no bonus at all

I have 12,000 euros I want out

Hej, jag har klarat verifieringen, har försökt sen i fredags en vecka idag händer fortfarande ingenting, ingen bonus alls

Jag har 12000 euro jag vill ha ut

Since they have lowered the withdrawal to 200 euros is a joke, it will take me months to get the money out.

Sen att dom har sänkt uttaget till 200 euro är ett skämt kommer ju ta mig månader att få ut pengarna.

 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.

I got 1 withdrawal via mifinity now they say that it is no longer possible to use mifinity they are fucking joking!!!! Do everything to mess up

Jag fick ut 1 uttag via mifinity nu säger dom att det inte längre går att använda mifinity jävla skämt är dom!!!! Gör allt för att krångla

They lower the withdrawal to 200 euros, they do everything so that we don't run out of our money!! I have managed to withdraw 200 euros in 14 days, they just blame technical problems and change their minds all the time

Dom sänker uttaget till 200 euro, dom gör allt för vi inte ska gå ut våra pengar!! Jag har lyckats ta ut 200 euro på 14 dagar, dom skyller bara på teknik problem och ändrar sig hela tiden

Please can you do something now

Snälla kan ni göra något nu

Can you please contact them my energy is out

Kan du snälla ta kontakt med dom min energi är slut

Thank you very much, Mickem99, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

It has almost been 3 weeks have only been able to withdraw 200 euros out of 12000 euros.

they deny all withdrawal possibilities, only say technical problems,, how am I supposed to get my money out!!!

Det har snart gått 3 veckor har endast kunnat ta ut 200 euro av 12000 euro.

dom nekar alla uttags möjligheter säger bara tekniskt problem,, hur ska jag få ut mina pengar egentligen!!!

Hello, Mickem99!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

I have 12000 euros, how is it even possible that you can only withdraw 200 euros!!! First they say withdraw with a bank card, when I do this they say technical error.

try with crypto then I do this then they say technical error.

try with mifinity then I do that and there I withdraw 200 euros, request a new withdrawal then they say technical error try with bank card again, there they say again technical error try with crypto!!!!

Jag har 12000 euro, hur är det ens möjligt att man enbart får ta ut 200 euro!!! Först säger dom ta ut med bankkort när jag gör detta så säger dom tekniskt fel.

prova med crypto då gör jag detta då säger dom tekniskt fel.

prova med mifinity då gör jag det och där får jag ut 200 euro, begär ut nytt uttag då säger dom tekniskt fel prova med bankkort igen, där säger dom återigen tekniskt fel prova med crypto!!!!

if you email the finance department, you get no answers at all,, if you ask in the chat at customer service, you get the answer I am not a member of the finance department. No one takes any responsibility at all

mailar man ekonomi avdelningen så får man inga svar alls,, frågar man i chatten på kundtjänst så får man svaret jag är inte medlem på ekonomi avdelningen. Ingen tar något ansvar överhuvudtaget

Your withdrawal was not successful, so you need to recreate your withdrawal request to Mifinity and your withdrawal will be processed today.

Okay

this happens all the time but otherwise nothing works

Ditt uttag lyckades inte, så du måste återskapa din uttagsbegäran till Mifinity och ditt uttag kommer att behandlas idag.

Okej

detta kommer hela tiden fast olika inget går

Hello, everyone!

Pavel and Kristina thanks for inviting me to this discussion.

Dear Mickem99 , I'm very sorry that this situation happened to you. But I can assure you that you will get your winnings in full. Follow all the instructions of our support team to do so.

Unfortunately, this withdrawal limit is due to a technical issue and our team is trying to resolve this as soon as possible.

Regards,

Affiliate Manager Marina

I have received 2 withdrawals in 3 weeks, huh. It is completely unreasonable to constantly blame a technical problem applies to both the limit of 200 euros and withdrawals!!!

Jag har fått 2 uttag på 3 veckor,ä. Det är helt orimligt att hela tiden skylla på tekniskt problem gäller både gräns på 200 euro samt uttag!!!

As I said first you say only bank cards work for withdrawing to, then only crypto works then only miginity works then only cards work again then only mifinity works again!!! And all you say is technical problem,,

Som sagt först säger ni endast bankkort funkar att ta ut till, sen funkar bara crypto sen funkar bara miginity sen funkar bara kort igen sen funkar bara mifinity igen!!! Och allt ni säger är tekniskt problem,,

Then it is unreasonable that withdrawals are processed up to a week!!!!

Sen är det orimligt att uttag behandlas upp till en vecka!!!!

Hello, Marina! Thank you for your reply!

Could you, please, clarify, if the technical issue will be resolved in the near future? Also, is such limit applied to all players or is there a problem with the account of Mickem99? Also, is this problem form your side or from the side of the payment provider? The withdrawal limit mentioned in your terms is 5,000 USD per week which is significantly higher than 200 USD.

Then it shouldn't take a week to investigate each withdrawal and in 95 percent you get back a technically incorrect attempt with another withdrawal option

Sen ska det inte behöva ta en vecka för att utreda varje uttag och i 95 procent får man tillbaka tekniskt fel försök med annan uttag möjlighet

Pavel The problem with such a restriction on the withdrawal limit has arisen from our side and we are trying to do our best to eliminate it as soon as possible. They promise that from December everything will be restored as it was before. Again, this is a technical problem, which is at the stage of final solution and I apologise once again for this situation. 

You promise and promise all the time

Ni lovar och lovar hela tiden

Thank you for your response, Marina!

Mickem99, I understand that you are frustrated and tired of waiting, but I would like to ask you to give it two more weeks. As the casino representative has said, the problem should be resolved by December, but to be sure, I would give it couple more days. For now, it seems like casino cooperates and with more certainty that the issue will be resolved. Otherwise, there is nothing that I could do for you at the moment. Also, I could suggest you to file a complaint with the regulator, but it does not make sense to do it while we do not try other ways.

Okay I will wait

Okej jag väntar

Hello, Mickem99! Has there been any progress with the issue?

Dear Mickem99,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.