MoneyDream Casino - Player's withdrawal is delayed.

Hi, I've deposit 300$ bump it to 2000$, it's apparently a new casino, so the manager contacted me on discord (attached screenshots) to tell me that for now 500$ a day only possible to withdraw. I was able to take out 500$, the first day, but then the manager told me the site have payment processor error and need to be changed, it will be dealt in a few minutes, that was delay to a day, then the wek after. its now been 7d, the manager does not reply to me anymore, the support neither and I now read on different review website that customers have troble with withdrawal

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 your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please specify how much is your current withdrawable balance in the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas; thank you for your quick reply. Hope you are enjoying the end of the year celebration. Here are my answers:

Have you made any successful withdrawals from the casino in the past? only one, 500$ out of the 2000$ I won, was able to withdraw the first day, then was told I could do 500$ each day, but they then put the 2nd withdraw in pending and the manager contacted me directly on discord, to say there is processor error and will be dealt in minutes, then a day, and now 10d and he ghosted me since then

Could you please confirm that you have passed the KYC verification?

KYC confirmed the first day

Have you accumulated your winnings with the help of a bonus? NO

Could you please specify how much is your current withdrawable balance in the casino? I could not resist to play more, so I have 500$ left in the balance that are currently in pending for withdrawal since 10d

The manager's name on Discord is Ruben, @dr.rubenou#3778 FYI

If you need more information, let me know

Have a good day

Thanks for the detailed explanation.

• Did the casino process the remaining payout since your last post?

Please let me know.

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

Dear Anoupou,

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,

Tomas