Casino Extreme - O levantamento dos prémios dos jogadores está atrasado.

I won $142. They refuse to cash me out they told me on January 12th that they needed to verify me and it would take up to 5 days. Now they will not answer my emails or online chat.

Dear Bstrong1,

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 Kristina,

Hello Bstrong1,

I hope you are well and safe.

Please note that the player's account and documents were reviewed by our Banking Department. In order for the Verification procedure to be finalized, Bstrong1, please provide a new photograph of yourself (a selfie) holding your ID. As soon as we receive this document, the Verification procedure can be completed.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Extreme Management

Dear Bstrong1,

Have you received your withdrawal from the casino yet?

No I haven't. They moved my balance to 100. And now they can only cash me out through Bitcoin. I don't use Bitcoin, don't have Bitcoin. Never deposited thru Bitcoin but I supposedly have to be paid out through bitcoin. Makes no sense they should honor my $100 and pay it through my debit card that I use

Thank you very much for your reply, Bstrong1. Have you provided the selfie with your ID as requested by the casino representative? Have you accumulated your winnings with or without an active bonus?

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.

Yes I have submitted all the documents and the selfie with my ID. But no they have not cashed me out

Thank you very much, Bstrong1, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Bstrong1, I will be handling your complaint from now on.

Dear Casino Extreme, could you please specify if the verification procedure was complete? Do I understand correctly that you offered the payout only via Bitcoin?

Hello Natalia,

Hello Bstrong1,

I trust that you are well and safe.

Please note that the account is not yet verified as the player failed to send new photographs of herself holding her ID (A selfie). The Banking Department made this request over 8 days ago. Please see the transcript below:

6 days ago (Wed, 24 Jan 2024 at 8:42 AM)

To:

[hidden by Casino.Guru]

Hi B***,

Hope that you are well and safe.

In order to verify your account it is necessary to send us a new selfie holding your ID with all details visible.

Unfortunately, Bitcoin is the only available payout method at the moment.

If you do not have much experience in dealing with crypto currencies, on our website you have a very useful step-by-step guide, which we hope will be useful to you:

Step by Step to BITCOIN deposit | Casino Extreme

https://casinoextreme.eu/step-by-step-to-bitcoin-deposit

Kind Regards,

Zoe

Banking Extreme

Regarding the withdrawal method, yes at the moment, the player can only withdraw through Bitcoin or Litecoin. All available payments methods are displayed on our website and, unfortunately, withdrawals through debit card or via bank transfer are not available.

Also, I do have to mention that the player hadn't deposited so far and is withdrawing her winnings from a free bonus.

You can see more about our withdrawal methods here:

https://casinoextreme.eu/banking

Thank you for your understanding. Should you need any additional information, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Extreme Management

Thank you very much for the explanation, Casino Extreme.

Dear Bstrong1, could you please tell me if you received the last email from the casino asking you to upload a new selfie with your ID? Please, let me know when it's done so that the casino proceed with the verification.

I sent them a picture of a selfie of me holding my license. Now I can send it again but they are trying to pay me out in bitcoin. I don't know what Bitcoin is I've never used bitcoin. Attached are pictures of their promotions online. They say nothing about being paid out in Bitcoin they clearly say that you can win real money. If I need to send another copy of the selfie with the driver's license I can do that

Dear Bstrong1, I understand your point. Unfortunately, this is not always a rule that one can use the very same method for withdrawals as for deposits. Sometimes, it happens that certain payment methods are not available for various reasons, not all of them can be influenced by casinos and often depend on third-party providers.

If you have never used Bitcoin, you will need to create a Bitcoin wallet first. Have you read the article the casino representative shared - https://casinoextreme.eu/step-by-step-to-bitcoin-deposit?

Or you can read more about crypto wallets here: https://www.investopedia.com/how-to-create-a-crypto-wallet-7500574

In a nutshell, you only need to choose an application where it's necessary to create an account, go through verification and you will have a wallet.

Please, let me know if you would like to try to create a Bitcoin wallet.

I'd also recommend you try to send a new selfie with your ID document. The previous one might have been of insufficient quality or a cropped one. If you want to, you can send me your selfie first (natalia.b@casino.guru), so that we can check if it is a good one.

Dear Bstrong1, I have received your email. Unfortunately, the selfie you sent is cropped - your ID is not fully visible on the photo and it is not in the focus, so it's impossible to read the details on it. I think it won't be good for verification purposes. Could you take a photo with a better quality so that all the data on your ID card would be readable?

Dear Bstrong1,

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.