The player from Berlin has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Bitguruz Casino - Withdrawal of player's winnings has been delayed.
Opened
Current status
Waiting for player to reply
6d 14h 42m 58s
Bitguruz Casino
Safety Index 8.6 HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hello, I have the following problem with these scammers. I received a $2 reload bonus, then played on a €1 stake and won about $180. However, to withdraw it, I was supposed to make a deposit of $25. I deposited that amount, and even a little more, about $39. Okay, so after numerous checks, which took about half an hour to an hour, I was able to withdraw the $180. Then I wanted to withdraw the $39 I had deposited. That's when the trouble started. I was told I had been randomly selected to undergo a routine check by the provider, which would take two days. So I was tricked into playing with this $39, which I did. I won $170 with the $39. I wanted to withdraw this, but of course, it didn't work. Since they probably expected me to gamble it away again, like almost every gambling addict, I did, and my money was gone. I think this is a scam. This casino operator's dirty tricks are nothing but a scam; he's only out to cheat his customers!
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Dear morruk90,
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 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
Public
Public
1 week ago
Dear morruk90,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
9 hours ago
Dear morruk90,
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.
