The player from Italy encounters a pending withdrawal of €6,000, despite having a fully verified account and confirmed banking details. Customer support only provides automated responses about an "internal investigation" without any clarity on the situation.
HugoBets Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for player to reply
6d 20h 4m 52s
HugoBets Casino
Safety Index 4.1 LowCase summary
Discussion
Public
Public
3 days ago
Hello,
I requested a withdrawal of €6,000 on August 28th, 2026. My account is fully verified (KYC completed and accepted), and my banking details have been confirmed.
Payout remains in pending status. Customer support repeatedly provides me with automated responses regarding an "internal investigation", without giving any concrete explanation or timeframe.
I have respected all terms and conditions and I am requesting the immediate processing and payment of my €6,000 withdrawal.
Public
Public
3 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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Public
Public
3 hours ago
Hello,
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 before?
- Have you tried reaching out to the customer support in relation to this issue?
- Have you accumulated your winnings with or without an active bonus?
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,
Attila
