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Hi!

In the last days of July I won 3 million forints, that's 7500 euros! They asked for a selfie of me, where I had to hold my ID card in my hand and in the background I had to be logged in to the site! They justified this by saying that they wanted to be sure that they would pay me the money! I sent them the requested document and received the answer that the check was successful, I just have to wait for the payment! The payment deadline is 14 days, which was yesterday, August 14th! Today is August 15th. Yes, I wrote to them in chat today, but they still don't give a specific answer as to when I will receive the prize, even though the payment deadline has already passed!!!! This is deliberate delay! I have paid out winnings 3 times in the past few months and there was never a problem with the payment, I received the payment within about 12 hours, which was about 100 thousand forints, that's 250 euros! Paying out smaller winnings doesn't cause them any problems, but they don't want to pay out 3 million! The payment deadline passed yesterday and they still don't want to pay out, even though I wrote to them on live chat today! This is deliberate delay. What should I do, they wrote on live chat themselves that the KYC check was successful! I would like to attach screenshots of the conversations!

szia!

július utolsó napjaiban nyertem 3millió forintot az-az 7500eurót! Kértek egy selfit rólam, ahol a kezemben kellett fogni a személyiigazolványomat és a háttérben be kellett, hogy legyek jelentkezve az oldalra! Ezt azzal indokolták, hogy szeretnének biztosak lenni abban, hogy nekem fizetik ki a pénzt! Elküldtem nekik a kért dokumentumot, és azt a választ kaptam, hogy az ellenőrzés sikeres volt, már csak várnom kell a kifizetésre! A kifizetés határideje 14 nap ami tegnap volt augusztus 14.én! Ma augusztus 15. Van, ma is írtam neki elő chaten de még mindíg nem adnak konkrét választ, hogy mikor kapom meg a nyereményt, pedig már letelt a kifizetés határideje!!!! Ez szándékos időhúzás! 3 alkalommal fizettem ki nyereményt az elmúlt hónapokban és egyszer sem volt gond a kifizetéssel, kb 12 órán belül megkaptam a kifizetést ami kb 100ezer forint az-az 250euro volt! Kisebb nyeremény kifizetése nem okoz nekik problémát, viszont 3 milliót már nem akarnak kifizetni! Tegnap letelt a kifizetés határideje és még mindíg nem akarnak kifizetni, pedig ma is írtam nekik élő chaten! Ez szándékos időhúzás Mit tegyek, ők maguk írták élő chaten, hogy a KYC ellenőrzés sikeres volt! Ezúton csatolni szeretném a beszélgetésekről készített képernyőfotókat!

Hello,

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 that I can understand the whole situation completely.

Did you accumulate your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

When was the last time the casino communicated with you regarding the delay in processing your payment?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello, LUCIAN31

Congrats on your win!

According to our records, all has been paid out.

Can you please name the disputed transaction ID or confirm the winnings were received?

Regards

Dear LUCIAN31,

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,
Veronika
Casino.Guru