Fugu Casino - Player’s winnings haven’t been received yet.

Fugu casino worst expierence…

I requested a withdrawal via bank transfer from my fully verified account on Friday, September 18. The status has been stuck on "Processing" ever since.

Today, Wednesday, September 23, marks the 3rd full business day.. This morning on Telegram, support explicitly stated that the system's scheduled waiting time expired and promised a manual payment trace within 10 minutes. Once the time expired, a different agent took over, ignored the promise, and claimed I was previously "communicating with a bot." When confronted with screenshots, the agent apologized for "making a mistake" and continually pushed the deadline back, finally claiming I must wait until exactly 23:59:59 before they will take action. The casino is actively contradicting themselves, shifting deadlines to stall, and refusing to manually trace this payment. Support only have generic answers, information about deadlines varies. Some operators say to wait till evening, some said I will get money yesterdays, some in 10 minutes, but some say i need to wait till midnight.I feel like I will never get my money, they have only million excuses. When I wanted deposit, it took few seconds. Cashout is nightmare.

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 morgan1993,

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

Update: now the said they sent request to payment system to cancel it and funds will return to my wallet. No funds returned and another support operator said its missinformation. They lie all the time.

Final update:they blocked my profile forever and took all my money. Just because I was asking about final deadlines and their help to get my money. I submitted complain with their licence giver but I am sure thats it. I would advise others to not repeat my mistakes and do not trust this casino.

I’m sorry to hear about your negative experience with Fugu Casino. Please allow me to ask you a few questions, so I can understand the situation better.

• Do I understand correctly that your account was verified before your account was blocked?
• Could you please advise how long you were a player at the casino and what date exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

Thank you very much in advance for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear morgan1993,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean