The player from Germany requested a withdrawal a month ago, and despite her account being fully verified and no issues reported, she has yet to receive her payout. She seeks assistance in obtaining her winnings.
Casina Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
6d 0h 36m 13s
Casina Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 days ago
Translation
I need your support
I've been waiting for my payout for weeks now.
My account is fully verified.
I played with a bonus and successfully converted it.
There is no problem with my account.
I want to receive my money
Please help me
Automatic translation:
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Public
23 hours 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.
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23 hours ago
Dear elena1993,
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 I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- When have you completed account verification?
- Which bonus did you activate and play?
- Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, 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.
Best regards,
Tomas
elena1993 has 6d 0h 36m 13s to reply
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
