AvoCasino - Player's withdrawal has been delayed.

Hello.

I have been on chat mutiple times, sent them tons of emails both to support and a supposedly VIP agent called Andrew. They just keep saying they will sort it out, but it never happens. They just keep lying about it over and over again.

I have now waited almost 2 months for a 450€ withdrawal. I have passed all KYC requirements. Now they have just completely ignored me and they dont even want to speak to me on chat. No replies on email either.

I dont understand why the casino are being so bad for such a small amount of money. I have warned them I will make complaint, they clearly dont care so thats why I am making a complaint here. Attached is screenshots of transaction history.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Based on the screenshots you uploaded with your complaint, it appears that your KYC verification has not yet been completed. Have you submitted any documents for the verification of your payment methods?
• Please note that this is typically the second step of the KYC procedure and serves to verify the payment methods used for depositing and withdrawing funds at the casino. The third step, as shown in your screenshot, would be the verification of your address.
• Which payment methods have you used for deposits and withdrawals so far?
• Have you made any successful withdrawals from this casino in the past?
• What types of games did you play to accumulate your winnings?

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

Best regards

Veronika