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Casino never pays my withdrawal, always returns the amount and never tells me why

O Casino nunca paga meu saque sempre devolve o valor e nunca dos o motivo

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 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.

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

Have you made any successful withdrawals before?

Could you please specify the bonus you used?

Have you ever made a real money deposit before? Sometimes, if you haven’t deposited before, they may require a small deposit to verify your payment method.

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

They gave me BRL20 with an $800 rollover. I've never made a withdrawal from the deposits, it's the first time I've made a withdrawal.

Me deram BRL20 com roolover de $800 fis o roolover nunca fiz nenhum saque do depósitos é a primeira vês que fasso um saque

You can't do the kYC check because there's no option in the casino to send the formations and they don't reply by email.

Não tem como fazer a verificaçao kYC pois não tem nenhuma opçao dentro do Casino para mandar as formações e por gmail eles não respondem

Dear player, so far, I haven’t received any emails or documents from you. If you have already tried to contact the casino, please forward your communication attempts (including any screenshots, emails, or messages) to [email protected], or post them here in the complaint thread.

Also, could you please confirm whether you have tried reaching the casino via live chat? If yes, what was their response?

As I mentioned earlier, some casinos may require a real-money deposit before allowing a withdrawal — this is sometimes necessary for payment method verification. If that’s the case here, you will need to discuss this directly with the casino and confirm what exactly is needed to complete your KYC.

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