Mania Casino - Player's withdrawal is delayed.

I’ve been waiting two and bit weeks for my withdrawals in which they are hiding behind verification which I sent in a month ago. Each time I get in contact with support they say they will raise it to the department but I never hear anything. Have waited long enough and am now tempted to go to court for my money as this is a disgusting service from them. All my emails get ignored and the service agents on the site say they can’t help.

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.

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.

• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Have you provided all your personal information correctly, including your address and country of residence?
• 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 yet?
• What types of games did you play to accumulate your winnings?

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

I didn’t use any vpn to play on there site.

I sent in proof of address. My ID. My card that I used to make payment.

I was playing slots to win this money.

all my information is correct.

I just want my money so I can close my account with them.

2 of the documents was approved but my card hasn’t been and idk why. Haven’t had any correspondence at all.

They have no sent me a email saying my winnings of 652 pound has been confiscated due to me doing 5 pound spins instead of 2 pound. Have you ever heard anything more ludicrous. They said i was using a bonus when I wasnt. I done several deposits each with no bonus. This is unacceptable if you guys could help that would be great.

Thank you for your response. I'm sorry to hear that the casino confiscated your winnings.

To proceed with the investigation, please contact the casino’s customer support via email and request your full gaming history in Excel format, starting from the deposit with which you accumulated your winnings up to the moment you requested the withdrawal. Once you receive it, please forward the file to me at veronika.f@casino.guru.

• Could you also please send a screenshot of your bonus history from your casino profile?

This is all my bonus history. I’ve sent them a email requesting my history in excel format but they take forever to reply so this may have to be extended thanks

I have reviewed the Terms and Conditions, and this is what I found:

7.16: Max allowed bet while wagering a bonus is €2(or equivalent currency). Higher bets void winnings.

From the screenshot of your bonus history, I can see that your winnings originated from the Fifth Welcome Offer, while the other bonuses you used before or after this promotion were lost.

Could you please confirm whether you may have placed any bets exceeding the allowed €2 limit while this bonus was active?

Additionally, have you received any response from the casino regarding your gaming history?

I don’t think so and no they haven’t responded at all. Each time I contact support they say they will reply but they are having heavy workloads so response time will be delayed. I’m now being called by an account manger who keeps adding money to my account and offering me deposit bonuses. I’ve explained the situation to him who said he will look into it. I’ve now found out this casino has no gambling license so I think my money is lost. Scam casino

Please forward me the emails you sent to the casino’s customer support requesting your gaming history in Excel format, specifically covering your gameplay associated with the fifth deposit bonus, to veronika.f@casino.guru.

I appreciate your cooperation.