Cryptorino.io Casino - Вывод средств игроку задерживается.

I registered an account and won the same night i opened my account. Requested withdrawal and ever since all they say to me is the same exact thing just that "routine security checks and will process payment as soon as possible"

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.

Dear courtcook,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

hello! So I actually woke up this morning at 5am with a notification of them sending me the money! Very surprising but very good news. I will always refer to this website in the future before depositing at a new site. I will still answer your questions in case it might help for anyone in the future.

1. I requested the withdrawal exactly 15 days ago as of today.
2. I had never withdrawn from the site before, it was my first time playing upon creating an account.
3. On the website there are not any sections anywhere that allow you to submit KYC, I believe this may be due to the fact that they advertise themselves to be an "anonymous" site but after looking through their terms it does actually say that they can withhold winnings until they are provided with any KYC documentation they request so I will be sure to always look at that when playing on a site I’m new to.
4. I had accumulated my winnings solely on the money I deposited which was $30. I did not accept any bonus or free spins because I try to avoid that to ensure a smooth withdrawal process.

Thank you for your reply and for providing the previous details, courtcook.

I’m glad it finally came through!

Just to double-check, did the funds actually arrive in your bank account, or was it only a notification from the site?

Your detailed answers will definitely be helpful for others in the same situation, especially regarding the KYC points and anonymous sites.

Dear courtcook,

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,
Petra
Casino.Guru