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Dear CasinoGuru Team,

I would like to share my story, as I am left confused by the situation and would like to find a solution.

First of all, I am fully aware that I am solely responsible for the amount I played with. However, I believe that I wouldn’t have seen that amount on my account anyway, which is why I acted the way I did.

Before describing the case itself, I would like to clarify that the withdrawal was not made in one lump sum via bank card (even though the first attempt was successful), because a few weeks earlier, after making a withdrawal on this same site, my bank immediately blocked my card due to a suspicious transaction — I received the notification within an hour of the withdrawal.

This is why I preferred to use crypto for the rest, as I have a verified wallet, and in fact, the deposit on that day was also made via crypto. So for me, the failed crypto withdrawal is completely inexplicable.

I tried every possible option, and after several failed withdrawal attempts on the site, I finally decided to take the risk and withdraw to my bank card again, since it had worked successfully the first time with part of my winnings.

That’s when I received a restriction preventing any further withdrawals. I contacted customer support, who initially restored the bank card withdrawal option only.

I tried withdrawing again, but once more the restriction appeared. I contacted the same support agent again, who told me to verify my details — even though my account was already verified, as withdrawals wouldn’t have been possible without that in the first place.

Then they said there was a discrepancy in my information and asked me to send an email where I had to verify myself again with a photo ID in hand — just like I had already done on the site, for reasons I don’t understand, since my account was fully verified.

After that, I received a reply saying not to close the conversation, as they were working on the verification. Shortly after, the chat was closed.

I really want to find a solution to this, as I believe this is a method of deception and a deliberate way of preventing users from receiving their money — so the site keeps it instead. In the end, I too felt that although I could see the amount, I would never actually receive it.

I’ve attached everything related to the case to clarify the situation further. I truly hope we can find a solution.

Thank you very much in advance for your response, and I wish you a great day!

Best regards

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you still see any funds in your account balance, or has the balance been removed/zeroed out?

Was any bonus involved in your winnings, or was everything played with deposited funds only?

Do you currently see any withdrawal methods available in your account, or are all options still blocked?

Have you discussed with the casino whether any alternative withdrawal method could be used?

Has the casino confirmed that no further documents or verification steps are required from your side at this point?

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

Of course, thanks for the quick reply:

-The amount is missing, because after multiple blocks and an immediate re-blocking right after the credit card unblock, I felt that I would never see this money again, so I played it,

-There was no bonus on it, I personally never use any bonuses,

-The withdrawal options are still blocked, despite my profile being verified and confirmed,

-Yes, I discussed an alternative payout with them, which would have been crypto, after several rejections and restrictions when I contacted customer support.

However, the crypto verification process could only have been started two hours later in a separate ticket, so I went with the card unblock option instead,

-Yes, after my first verification was successfully completed, I wanted to withdraw to my same card again, and that’s when I received the mentioned instant payout block without any reason.

Based on this, I trust that something can be arranged, as the mere fact that the amount has been spent cannot be a reason for me not to be able to take action, especially if I had no real opportunity to access my money in the first place.

Thank you very much in advance for your reply.

Best regards,

Norbert

Dear player, just to make sure I understand correctly — do you currently have no funds left in your casino account to withdraw, and your main concern now is to have the withdrawal options unblocked so you can make withdrawals in the future?

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru