AuraKasino Casino - Player’s withdrawal is delayed and account is closed.

On April 20, 2026, I made a withdrawal request.

On April 20, 2026, I submitted all the KYC documents they requested.

My account was fully verified.

There is no chat function on their website, customer service is not working, emails are not answered. If I answer an email I always get the same answer "we are processing your withdrawal" is this even a legit casino?

I didn't play with bonus money.

The casino is not responding to emails. How can I contact them?

I also asked to close the account. The account was closed at my request on 24.04.206 because I no longer want to play at casinos.

After this they no longer respond to me, don't tell me what's happening, etc.

help me connect to the casino

I think they don't want to pay my money. 10 days is enough time to pay the withdrawal considering I am fully verified and their terms of service say withdrawals take max 12 hours

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Hello,

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 account or gameplay review, 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

On April 20, 2026, I submitted all the KYC documents they requested and I was confirmed.

Since that day I have been waiting for my money.

Today is the 10th day and I still haven't received my money. They won't tell me what's going on and the support is lacking

On April 21, 2026 I made a withdrawal request for 2500e

On 21.4.2026 I asked to set limits so that I wouldn't cancel the withdrawal request and lose money, I never received a response. I asked in a new email to close the game account and pay my withdrawal.

On April 24, 2026 they closed my account at my request, I received an email from them:

Hello there,

Thank you for your emails and Apology for delay in response.

Kindly be informed that your account was closed as per your request.

Our relevant team is currently still working on checking your withdrawal request and more updates should come soon.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aura Casino Player Support

Aura Casino

On April 29, 2026, I received an email from them:

Hello,

Apology for the delay in response.

Following a review of your account by our relevant department, your case has been assessed in line with our responsible Gaming policies.

As a result, the withdrawal request of €2,500 cannot be processed.

Instead, a full refund of your deposits in the amount of €1,350 will be issued to your bank account ending in 5998.

If you have any questions or would like further clarification, please feel free to contact us.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aura Casino Player Support

Aura Casino

I asked them why I am not receiving my winnings, their terms and conditions say that a player can close their account and the winnings will still be paid out. They just told me:

Hello,

Apology for delay in response.

As previously communicated, a decision has been made regarding your case in line with our policies.

The withdrawal request of €2,500 could not be processed. Instead, a deposit refund of €1,350 was approved to your bank account ending in 5998.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aura Casino Player Support

Aura Casino

After this they no longer respond, I have not received 1350e or 2500e even though legally 2500e belongs to me and I have not violated any terms. They do not even tell me why they made this decision.

Thank you for keeping me updated. To better understand your case, I would like to ask you a few additional questions:

• Have you previously created an account at AuraKasino Casino that was later self-excluded due to gambling addiction?
• Have you created or used more than one account at this casino?
• Are you currently self-excluded due to gambling-related concerns under the Kahnawake Gaming Commission?
• What types of games did you play to accumulate your winnings?

No

no

no

wolf cud

Dear Hubbabbubba

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, Kubo (jakub.m@casino.guru). 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

Dear Hubbabbubba,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from AuraKasino Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear AuraKasino Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

They will not respond. They have not responded to any of my emails since 02.05.2026. I deposited 1350e, it is not a small amount, I received a message from them on 02.05.2026 that they already paid it to my account, I have not received this money to this day.

They just stopped responding. 10 days without responding to any emails is a red flag.

I will file a criminal report today and contact the central bank and my own bank. I have already consulted a lawyer.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Hubbabbubba,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I understand this is not the outcome you were hoping for, and I truly regret that we couldn't provide a more satisfactory resolution. However, there is still a course of action available to you. You may consider filing an official complaint with the Kahnawake Gaming Commission via the following link: https://gamingcommission.ca/interactive-gaming/complaints/

As the official regulatory authority, they may have more tools at their disposal to assist you. For guidance on how to properly submit your complaint, you can also refer to this page: https://casino.guru/submitting-complaints-to-regulators

If you need assistance with submitting the complaint or if you receive any updates from the regulator, please don’t hesitate to reach out to me at jakub.m@casino.guru.

I'm truly sorry we couldn’t be of more help in this case, but please know we're here if anything changes.

Best Regards,

Kubo

Dear Hubbabbubba,

We have reopened this complaint as the casino has contacted us and communication has now been established.

I will thoroughly review all the information provided and share any updates with you as soon as possible.

Thank you.

Hey, I have a lot to share about this case.

So the casino claims that the 3 deposits I made on 20.04.2026 were never credited to them/arrived at them, and they have either been charged back/returned to me/stuck somewhere.

1. I want to inform you that ADR decided in favor of the casino because the casino told ADR that I would have collected these 3 payments back and provided the ARN numbers for these 3 payments. 18.06.2026 the casino provided me with the ARN numbers 19.06.2026 I replied to the email with an official statement from the bank that these ARN numbers do not even exist and have not been returned to me. 19.06.2026 ADR decided in favor of the casino without even waiting for my evidence. ADR never asked me for any additional information/documents/evidence during the entire case. They only talked to the casino and did not tell me anything.

In short, I'll tell you, there are documents for everything.

The casino claims that their payment processor Finera marked the payments as fraudulent and they are investigating the case with Finera. I contacted Finera and Finera said the casino has not even contacted them/investigated the case.

My bank has confirmed that payments with several ARN numbers have not been refunded. These ARN numbers do not exist, which means the refunds have never even been made.

My bank has confirmed that all 5 deposits made to the casino are not chargebacks, have not been returned to me, are not stuck, but have been successfully received by the merchant.

I have submitted a bank statement to Aura Casino from 20.04.2026 to 20.06.2026 which proves that payments have not been returned, charged back, etc.

auracasino voided my 2500e winnings because of this because they claim that I have recovered 3 payments, why haven't they proven this with a document as I have requested, why only 3 payments when I made 5 payments, where are the remaining 2 payments? There is no logic in this, this is a fraud where they are trying to gain an advantage, namely voiding my winnings. I have not received my 2500e winnings, nor my 1350e deposits.

I have asked them the following:

require the following information:

• The processing and settlement/posting timestamp of each ARN within the payment system

• The actual status of the transactions (eg refunded / reversed / failed)

• A complete transaction log showing the full payment flow and how each ARN was recorded in the system

• Confirmation that any alleged refund has been properly recorded in the payment system (not merely a retrospective statement or email claim)

• Settlement/refund date is 20.04.2026, as you have stated that the funds were never received and were allegedly returned to my card on that date.

mixed:

Furthermore, please provide documentary evidence supporting your allegation that a chargeback was filed. Specifically, please provide:

• the chargeback date;

• the chargeback reference number;

• the chargeback reason code;

• the card scheme involved;

• documentation received from Finera, the acquiring bank, or the card scheme confirming that a chargeback was initiated by my card issuer.

If you maintain that a chargeback occurred, please also provide documentary evidence confirming:

• the transaction dates;

• the transaction amounts;

• the Merchant names/descriptors;

• the chargeback reference number(s);

• the chargeback reason code(s);

• the date on which the alleged chargeback(s) were initiated;

• documentation showing that the alleged chargeback(s) were initiated by my card issuer.

they never responded to these.

Even though the ADR decided in favor of the casino, as you can see, I have 7 days to appeal the decision to the commission and the appeal has already been filed. See the reason, chargeback , evidence only ARN numbers . When you ask for documentation, not just ARN numbers that don't exist, you don't get a response. All evidence, including bank statements, has been sent to Aura Casino. I have submitted 3 different pieces of evidence where my bank confirms the matter to me, see the latest where my bank confirms the matter again TODAY.

They took my 2500e winnings illegally. They claim things they cannot prove to exploit their own advantage, in my case the winnings were voided, this is fraud.

They claim they spoke with a Finera payment processor, even though Finera wrote to me that no one has spoken to them.

They claim they spoke with a Finera payment processor, even though Finera wrote to me that no one has spoken to them.

Tässä on teksti jonka lähetin komissiolle 23.06.2026:

Dear Kahnawake Gaming Commission,

I am submitting this as my formal complaint and appeal regarding the decision issued by EGIS-ADR in my dispute with AuraKasino. I understand that I have seven (7) days to appeal the decision, and this submission is my formal appeal within that deadline.

My complaint is not limited to the outcome of the dispute, but also concerns the fairness of the procedure and the failure to properly consider all relevant evidence before issuing a final decision.

The dispute concerns AuraKasino’s decision to confiscate my winnings and refuse the €2,500 withdrawal. The casino justified its decision by alleging that certain deposits were reversed, refunded, or otherwise not settled through the payment chain.

EGIS-ADR ruled in favour of AuraKasino primarily based on three (3) ARN (Acquirer Reference Number) entries submitted by the casino, which were presented as evidence that the transactions had allegedly been reversed or returned through the payment system.

After the decision had already been issued and the case was closed, I obtained official written confirmation from my bank regarding these ARN references. My bank confirmed that the ARN references provided by AuraKasino could not be traced or verified within their systems. Furthermore, my bank confirmed that no corresponding refunds, reversals, or returned funds were received into my account.

Unfortunately, I was not able to submit this evidence to EGIS-ADR before the decision was made, due to insufficient cooperation in the handling of my case and because I was not given a meaningful opportunity to submit additional evidence before the case was closed.

The evidence I have obtained and submitted includes:

• Official bank statements confirming that no refunds or returned funds were credited to my account

• Written confirmation from my bank that I did not initiate any chargebacks related to the transactions in question

• Written confirmation from my bank that the ARN references cannot be traced or verified

• Written confirmation that no refunds, reversals, or returned payments were received by my bank

There is also a highly relevant issue in this case.

AuraKasino has repeatedly referred to its payment provider, Finera, and has claimed that the matter is being handled or investigated through their payment chain.

However, I have received an official written response from Finera stating that AuraKasino has not even opened or escalated this case with them, and that Finera has not investigated or processed any such issue related to my transactions.

This raises serious questions:

• If AuraKasino has not raised the matter with Finera, where did the ARN references originate?

• Who provided the ARN numbers relied upon by EGIS-ADR in its decision?

• What evidence proves that the funds were actually returned or reversed?

• On what contractual basis were my winnings confiscated?

• Why has supporting documentation not been provided despite repeated requests?

• Why was a final decision made when key documentation is still missing?

To the best of my knowledge, AuraKasino has not provided evidence that:

• I initiated any chargeback

• My bank classified the transactions as fraudulent or unauthorised

• The funds were returned to me

• Any alleged reversals were completed through the card network

• The ARN references actually prove that funds were returned to my account

In addition, AuraKasino has stated that it does not currently hold all relevant documentation relating to the alleged reversals, including chargeback references, reason codes, initiation records, settlement records, and other supporting evidence, and that it is still awaiting clarification from its payment provider and acquirer.

I find it highly concerning that EGIS-ADR reached a final decision based on ARN references that my bank later confirmed could not be traced or verified, while the casino itself acknowledges that it does not possess all supporting documentation and has not even fully clarified the matter with its payment provider.

I respectfully request that the Commission review the following:

• Whether EGIS-ADR provided a fair opportunity for all evidence to be submitted and considered before the decision

• How the ARN references were verified before being accepted as evidence

• What evidence proves that the disputed funds were returned

• Why the case was closed before my banking evidence could be reviewed

• Why key documentation has not been provided despite repeated requests

• What contractual clause was used to confiscate my winnings

• Whether a final decision is valid when later banking evidence contradicts the core evidence relied upon

I respectfully request that this matter be reviewed and that the fairness and integrity of the ADR process be reassessed.

I would also like to explicitly note that EGIS-ADR closed the case on the basis that I had allegedly made a chargeback. EGIS-ADR did not request any documentation or clarification from me regarding whether I had made a chargeback, and I was only able to provide the relevant bank documentation after the case had already been closed. I therefore did not have a meaningful opportunity to submit this evidence during the active review process.

Dear Hubbabbubba,

Thank you for your updates.

Unfortunately, I must inform you that this matter has now gone beyond our role as an independent dispute mediator, and we are therefore unable to continue with the resolution process.

As EGIS, the officially appointed alternative dispute resolution service of the Kahnawake Gambling Commission (KGC), has already issued its official statement and ruled in favour of the casino, we are no longer in a position to intervene or challenge the decision of an appointed ADR body. Although you also raised the dispute directly with the KGC, I am afraid the outcome would likely remain the same, as the approved KGC'S ADR agent has already reviewed and decided on the matter.

Another important factor is that the core of the issue appears to be financial in nature, involving the movement or return of funds outside the casino account. Unfortunately, this is something we are not able to properly investigate or resolve, and it also appears to fall outside the casino’s direct control if the funds were never returned to your bank account. In this case, I would recommend pursuing the matter directly with Finera and your bank, as they should be in a better position to trace the transaction and provide further assistance.

Thank you for your understanding, and I am sorry that we could not provide a more favourable resolution in this case. If you encounter any other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo