The player from Germany had requested a withdrawal a month ago, and despite her account being fully verified and no issues reported, she had not received her payout. She sought assistance in obtaining her winnings. The complaint was closed due to the player's lack of response to inquiries and requests for additional information. No further investigation or resolution was pursued at that time. The player could reopen the complaint if she chose to resume communication.
Casina Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €700
Casina Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
3 weeks 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:
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 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
Public
Public
2 weeks ago
Dear elena1993,
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.
Public
Public
1 week ago
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,
Tomas
Casino.Guru
