The player from the Czech Republic had won 2200 CZK but faced difficulties withdrawing his winnings due to account cancellation. Although he had submitted the required verification documents, the withdrawal process had taken over a month, and communication with the casino's support had ceased. The player reported that support had initially canceled his account and later stopped responding after he sent his ID and bank documents. The complaint was closed due to the player's lack of response to the Complaints Team's follow-up inquiries, but the player could reopen it if he chose to resume communication.
Casinado Casino - Player's account has been closed and withdrawal delayed.
Closed
Our verdict
Player stopped responding
Amount: 2,200 Kč
Casinado Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
I won 2200 CZK at this casino. The administrator canceled my account, asked me to verify the documents via email that I provided. The withdrawal has been taking more than 1 month, they stopped communicating via email. When I write to the casino support, I get the same answer that they are working on it and that I will get my money soon. But they don't even communicate anymore.
Automatic translation:
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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.
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3 weeks ago
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.
- What types of games did you play to accumulate your winnings?
- Did you accumulate these winnings with or without a bonus?
- Which documents did you send to the casino for the verification of your account? Have any of your documents been reviewed and approved by the relevant department?
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
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3 weeks ago
TranslationHello, I won without a bonus. I played fruit games. First, support canceled my account, then I sent a request by email with a photo of my ID card, a document from the bank. Then, support stopped communicating with me, I haven't received any message yet. I wrote to support via the website, and I got another answer that they are doing what they can, but it's been going on for more than 1 month. Thank you
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3 weeks ago
Please forward me the most recent communication between you and the casino customer support regarding the delay in processing your payment and the verification of your account at veronika.f@casino.guru. Kindly include the entire email threads, not just screenshots. I appreciate your patience and cooperation.
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2 weeks ago
Dear Clover485,
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.
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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,
Veronika
Casino.Guru
