CokeSpin Casino - Player claims that payment has been delayed.

So i deposited 50 no bonus played same game i increased the bet upon winning then kept the bet the same upon trying to withdraw i was told it was forfeit due to suspicious betting activity and they forfeited the funds and deposited the 50 back into my bank account i asked how it was suspicious as its within there betting limits and never had this drama b4 i have screenshots of every bet made etc and communication with them

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.

Dear Lizz88,

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

Dear Lizz88,

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.

Hi no they forfeited the money claiming suspicious betting activity but couldnt explain how so my withdrawal rejected and the deposit amount was deposited into my account they can not give reason or tell me how it was suspicious as it was not so offering no further help with that issue apparently they are not processing any withdrawal and offer no proof or explanation as to how it was deemed suspicious i told them i have screenshot of every bet i made they refuse to even look at them and can not help me any further

Dear Lizz88, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Lizz88,

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.

Hi i did reply to the email adress u provided

Dear Lizz88,

Thank you for your message.

Unfortunately, I have not received any email from you. Could you please let me know which email address you used to send it, and whether it was the same email address that is registered with Casino Guru?

If possible, please resend the email, or alternatively you can also post the screenshots directly here in the complaint thread.

Thank you very much in advance for your reply.

Karla

Dear Lizz88,

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.

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,
Karla
Casino.Guru