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Hello, this casino offers several withdrawal methods: bank transfer, card, and 'oh my cash', which means you can go to one of their branches (upon approval) and collect a maximum of 999.99 euros in cash. Yesterday, I won a large prize of 6000 euros. I decided to request 999.99 through 'OH MY CASH' to pick it up in cash at a local branch the next morning, and planned to transfer the rest. The 1000 from 'oh my cash' worked flawlessly. However, whenever I try to transfer the other 5000, I get an error message: 'Withdrawal is currently not possible, please contact customer service'. Since yesterday, I have tried calling and writing to them but to no avail, receiving the same response each time: 'the issue has been referred to the relevant department'. This morning I was able to pick up the 999 without any issues, and due to the error, I thought I could withdraw the remaining amount incrementally, 1000 per day. But what was their response? They also blocked this option and I've been getting an error message as well. I don't understand what's going on and what I should do next, I'm very worried.

Hola, en este casino hay varias formas de retirar: transferencia, tarjeta y oh my cash que significa que vas a uno de sus locales ( previa aceptación) y te permiten recoger en efectivo un máximo de 999.99 euros. Ayer me tocó un gran premio: 6000 euros. Decidí solicitar 999.99 en OH MY CASH para la mañana siguiente ir a un local y cogerlo en efectivo y el resto en transferencia. los 1000 de oh my cash, sin problemas. Los otros 5000 me encuentro que da un error: Ahora mismo no es posible hacer la retirada contacte con atención al cliente. Llevo desde ayer llamando, escribiendo... y nada siempre me dan la misma respuesta: que ya lo han pasado al departamento correspondiente. Esta mañana he recogido los 999 sin problemas y he pensado que debido al erro que daba la transferencia y la tarjeta podía ir sacando de 1000 en 1000 cada día. Cual ha sido mi respuesta? También me han bloqueado/ también me da error esa opción. No entiendo, no se que hacer, estoy muy preocupada.

Dear ANAGARCIA1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Could you please share your transaction history as it appears in your casino account, and the email and chat communication with the casino when you attempted to resolve the issue? My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear ANAGARCIA1234,

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.