1xSlots Casino - プレイヤーの勝利金の引き出しがブロックされました。

I won a million and the casino deactivated the withdrawal option (Astropay) without notice. However, they do allow the deposit of money from said wallet, I believe they don't want to pay the winners... I've never had problems before but now that I won a significant amount, they do this to me. They should remove the deposit option from Astropay since they don't have said option in the withdrawal tab, also they should allow the players to withdraw money from any other method.

Gané un millón y el casino desactivó la opción de retiro (astropay) sin avisar. Pero si permite el ingreso de dinero desde dicha billetera, creo que no quieren pagar a los ganadores... Nunca tuve problemas pero ahora que gano una suma importante me hacen esto. Deberían de sacar la opción de depósito desde astropay ya que no tienen dicha opción en la pestaña de retiro, al igual que permitir al jugador poder retirar desde cualquier otro método.

Dear kayussman6,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

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.

Solved

Solucionado

Dear kayussman6,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru