AvoCasino - Отказ игрока от участия в турнире отложен.

Hello.

I have been on chat mutiple times, sent them tons of emails both to support and a supposedly VIP agent called Andrew. They just keep saying they will sort it out, but it never happens. They just keep lying about it over and over again.

I have now waited almost 2 months for a 450€ withdrawal. I have passed all KYC requirements. Now they have just completely ignored me and they dont even want to speak to me on chat. No replies on email either.

I dont understand why the casino are being so bad for such a small amount of money. I have warned them I will make complaint, they clearly dont care so thats why I am making a complaint here. Attached is screenshots of transaction history.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Based on the screenshots you uploaded with your complaint, it appears that your KYC verification has not yet been completed. Have you submitted any documents for the verification of your payment methods?
• Please note that this is typically the second step of the KYC procedure and serves to verify the payment methods used for depositing and withdrawing funds at the casino. The third step, as shown in your screenshot, would be the verification of your address.
• Which payment methods have you used for deposits and withdrawals so far?
• Have you made any successful withdrawals from this casino in the past?
• What types of games did you play to accumulate your winnings?

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

Best regards

Veronika

Hello.

Yes, I have done KYC and they have not said anything that they need any additional documents. They are completely ignoring me and just keep lying on the chat. Its amazing for such a small amount of money that they go to these lengths hoping I will just give up.

I have used Crypto ETH, and as you can see from the screenshots, they have sent me 350€, but not the last 450€, that is been on pending since 21st of March 2026.

I have just played on random slots, nothing else.

The screenshot you sent me with your complaint shows the following information:

Have you uploaded any documents to verify your payment method?

Dear Adnanabim,

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.

Hello.

They have not requested me to verify my payment method. Many casinos are not asking for this when you deposit with crypto. Also, as I said in my complaint, I have already recieved 1 withdrawal, and as you can see from the chat logs, at no point are they saying anything regarding veryfying of the payment method. You can clearly see that they just talk and talk and lie. At the page for veryfiying payment method, they only show bank or credit card. There is no option to choose crypto wallet. Look at attached screenshot. However, I sent them my bank statement as payment method, and it was declined. Anyways, they have never sent email asking for this, nor have they said that at any time during chat.

Hello Adnanabim,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Adnanabim

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Adnanabim,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AvoCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Adnanabim, Dear CasinoGuru team,

Thank you for having us here. User's withdrawal was successfully processed. Thanks!

Hello. Yeah, I recieved the money.

However, for a casino to act in this way, that you have to complain for 450€, even though they finally paid me after 3 months, to have a safety index of 8.0, is fake high. They clearly do this on purpose, and I am sure many people doesnt know about this complaint system here on casino guru, and its a shame that a customer have to go to these lenghts to get their withdrawal, especially for a small amount like this. So even though the issue is resolved, I think they should get lower score, because it doesnt reflect the reality of the casino and their behaviour in my opinion.

Hello Adnanabim,

Thank you for the update, and I am glad to hear that you have finally received your funds.

I completely understand your frustration. Waiting several months for a withdrawal and having to go through a complaint process to obtain information and a resolution is far from an ideal customer experience. Your disappointment with how the situation was handled is understandable.

Regarding the casino's Safety Index, I would like to clarify that it is not based solely on a single complaint or individual case. The rating takes into account a wide range of factors, including the casino's licensing, terms and conditions, historical complaint record, complaint resolution rate, responsiveness, player feedback, and our overall experience with the operator across many cases.

Complaints such as yours do contribute to our assessment of a casino and are taken into consideration when calculating and updating the Safety Index. However, the rating is designed to reflect the casino's overall performance and risk profile rather than the outcome of any one individual dispute.

Please be assured that your complaint and the circumstances surrounding it become part of our records and may influence future evaluations of the casino. Cases involving excessive delays, poor communication, or other problematic practices are monitored closely and are considered when we review casino ratings.

Thank you for your patience throughout this process and for sharing your experience with us. Feedback from players is an important part of helping us maintain accurate casino reviews and ratings.

Since your issue has been resolved, we'll go ahead and mark the complaint as 'resolved' in our system. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru