Casino Extra - A retirada do jogador foi adiada devido a problemas na conta.

I am writing to formally complain about a significant issue I am experiencing with a withdrawal from my account.

My previous withdrawals from CasinoExtra have always been successfully processed using Litecoin. I expected the same process for my recent withdrawal request.

However, on June 26, 2025, I received an email from Lilian (Support Ticket #834613) stating that my withdrawal could be made to an IBAN ending in 7619

I immediately replied on June 26, 2025, clarifying that I have never used any IBAN for withdrawals or deposits with CasinoExtra. My previous successful withdrawal was to Litecoin. I send this bankslip in order to prove my home adress.

Albert from your support team then replied, stating the matter was escalated and I would receive an update within 72 hours.

On June 27, 2025, Albert replied again, stating that "For verification and security reasons our payment team only allows withdrawals to IBAN***7619."

I responded on June 27, 2025, explaining that this is incorrect. I have never used this specific IBAN for any transactions. Furthermore, my Norwegian bank does not allow me to receive online casino winnings directly into my bank account, which is precisely why I use cryptocurrencies like Litecoin for withdrawals, this is common practice for Norway. I reiterated that my previous withdrawal was successfully processed via crypto, and this current withdrawal should be handled the same way.

This situation is unacceptable. I have never used the specified IBAN, my bank prohibits such transactions, and I have a clear history of successful Litecoin withdrawals with your casino. Insisting on a payment method that is impossible for me to use, and which I have never authorized or used before, is preventing me from accessing my funds.

I request that CasinoExtra immediately process my withdrawal to my Litecoin address, consistent with my previous successful withdrawals and the method I have always used.

I look forward to your prompt resolution of this matter.

Thanks in advance.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Extra.

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

• Is your player's account accessible to you? Can you log in?
• Do I understand correctly that you passed account verification in the past? When was that approximately?
• Did the casino explain why the LTC option is no longer available? Could you please share screenshots of your previous LTC withdrawals?
• Which payment options are currently available to use in the casino's cashier?
• Could you please share your communication with the casino justifying its decision to only allow you to withdraw using a bank transfer? My email is tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

My account is open, accessible and fully verified at CasinoExtra. Verification was completed on June 23. Litecoin withdrawals have been and are available but are being declined. I had a withdrawal processed via Litecoin on June 23 but after that all withdrawals have been declined. They require me to make withdrawals to an IBAN number I sent them in connection with verification even though I have never used this account number for either deposits or withdrawals. In the casino's cashier there is Bank transfer, Mifinity and various crypto currencies to choose from

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Svivigip, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Casino Extra to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal methods have been changed and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,  

Thank you for bringing this matter to our attention.

We would like to clarify that Casino Extra strictly adheres to its Terms and Conditions, which are designed to ensure a secure and compliant gaming environment for all players. As stated in clause 2.3.3. of our Terms and Conditions, Casino Extra carries out additional verification procedures for any withdrawal exceeding the equivalent of EUR 1,000, and reserves the right to apply the same checks for lower amounts as well.

In this particular case, the request for the player to withdraw to a verified IBAN is part of our standard verification procedure, intended to confirm the legitimacy of the payment destination and to meet our regulatory obligations.

We understand that delays can be frustrating, and we truly appreciate the player's cooperation in completing the necessary verification steps. Once the withdrawal is requested to a verified IBAN, there will be no further delays.

Please let us know if any additional clarification is needed. We remain available to assist both you and the player throughout this process.

Kind regards,

The CasinoExtra Team

Dear Casino Extra, thank you very much for looking into this issue for us. Could you please let us know why have crypto withdrawals has been disabled for this player, when it has been allowed before?

Also, dear Svivigip, while we are waiting for the casino to answer - do you have a verified bank account linked to the casino account, that you could use for withdrawals, if all else fails?

Hello Matej,

Thank you for your follow-up and for your ongoing assistance with this case.

Regarding the question about crypto withdrawals — the option has been temporarily disabled for this player as part of our internal verification and risk management procedures. These measures are in line with our commitment to providing a secure environment and complying with regulatory requirements. 

As previously mentioned, we have requested the player to make the withdrawal to a verified IBAN, which is part of our standard verification protocol. Once the withdrawal is requested to the verified IBAN, there will be no further delays in processing.

We remain available to assist further and will continue to monitor this case closely.

Kind regards,

The CasinoExtra Team

I see, and thank you, Casino Extra team, for further clarification. Do I understand it correctly, that after this one time IBAN withdrawal, the player's account will be once again fully functional and he can resume withdrawing via crypto?

Dear Svivigip, with the explanation provided by the casino, I would recommend following their instructions and request a single withdrawal via your bank account. Can you do that and let me know once the payment is requested on your end? Thank you.

Is it acceptable for this casino to get me unbanked in Norway?

The Norwegian bank i have are threatning me stop using my bankaccount for gambling activitys or they will freeze my account!!!

This a common problem in Norway and its well known. I think casinoextra knows it aswell that is why they are doing it so they dont need to pay me.

I made deposit with crypto on casinoextra so this would not be an issue.

I do however have irish IBAN can use that?

I believe as long as you are the rightful owner of said bank account, casino should be able to use it. However, I have asked this question directly the casino manager, and will post an update as soon as I hear back.

Dear Svivigip, the casino confirmed they did not block your withdrawal option, so from the message I have received I understand it that the Irish IBAN will be accepted, as long as it is clear you are the owner of the said account. I would recommend linking said IBAN with your gaming account or add that to the KYC files (not sure how this casino verifies the payment methods as I never played in it) and request a withdrawal . Follow any and all instructions given by the casino and hopefully it will be all smooth sailing from there. Please, let me know how's it going, once you request the withdrawal, or if there are any further issues. I will keep the complaint open until you confirm receiving the winnings.

I have now tried to link my irish IBAN and verify it with the casino but they refuse that as well.

This is the reply i get now:

You can only make a withdrawal to your verified IBAN ending with **7619 by Sbanken fra DNB.

For verification and security reasons, our payment team only allows this Bank.

Thank you for the confirmation, Svivigip! Would your account get deactivated by the bank if you accepted the payment, or what is the exact reason for not wanting to run the payment through it, please?

Dear Casino Extra, could you please let us know if there is another payment method you will be willing to verify except the aforementioned Sbank? Thank you both.

Dear Casino Guru Team,

Thank you once again for your ongoing support in this matter.

We would like to clarify that at no point did we propose or approve the use of an Irish IBAN for this player’s withdrawal.

The player is registered as a resident of Norway, and in line with our internal policies and regulatory obligations, she is only permitted to withdraw to her Norwegian bank account ending in 7619, which is currently listed on her profile.

Once the withdrawal is requested to the verified IBAN, there will be no further delays in processing.

We remain available to assist further and will continue to monitor this case closely.

Kind regards,

The CasinoExtra Team

I see. Maybe I misunderstood your last e-mail, but I thought you will have no problem paying into the Irish account, as long as the player proves being the rightful owner of it. Nevermind then.

Dear Svivigip, seems like there is only one option left and that is to provide the casino with your Norwegian bank account to get your withdrawals. Please let us know once you set everything up and send the casino requested details, and we'll go from there. Thank you. :)

Dear Svivigip,

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.

I have decided to try a withdrawal to my bank. Im pretty convinced that this will fail and i risk my bank connection but this is a large amount of money to just throw away.

Thank you for the confirmation, Svivigip. Please let me know once the request has been made, to keep me up with the case.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Svivigip,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej