Pokienations Casino - Player's withdrawal has been delayed.

I have made three separate withdrawals, one on the 31/01/2026 for $1,000/ 07/02/2026 for $700 and on the 08/02/2026 for $410. I keep contacting the site they are advising it is a management issue- I asked for a email address to send through complaints, this changed three-times in one week and i do not get any response to my emails that i have sent. They are now being extremely rude and will not payout my money.

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 unhappycustomer,

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 that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Hi Veronika,

To answer your questions;

• Yes, i have made multiple successful withdrawals previously.
• I have passed the KYC verification.
• My winnings are NOT from a bonus.

Thank you.

Have there been any updates on my case?

Dear unhappycustomer

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello unhappycustomer,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

They processed $1,000- i sent them a chat this morning asking when my other deposit will be processed, they advised 'hopefully tonight'- now they have deleted my account, they are owing me $1,000 and i had credit on my account.

Dear Player,

I want to take a moment to express my empathy regarding your concerns. Unfortunately, I must prepare you for the possibility of an unsatisfactory resolution to these complaint. The Pokienations Casino currently has several open complaints on the Casino Guru website, and as of today, we have not received any responses to our inquiries. We do have indications that our messages have been seen, but it appears they have chosen not to engage with us so far. We understand this is disappointing news, and we truly appreciate your patience throughout the process.

Please rest assured that I will continue to do my utmost to contact them on your behalf. However, I must inform you that given the limitations of our resources, there is a chance that we may not receive clarification from the casino.

I will keep you updated should there be any changes. Thank you for your understanding and patience during this process.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi unhappycustomer,

I wanted to update you regarding your complaint.

The casino has responded and informed us that your account remains fully active, with no restrictions applied. They also confirmed that your withdrawal of $1,000 is still pending and attributed the delay to a temporary issue with their payment provider, which they state has now been resolved. According to them, the withdrawal is currently undergoing final checks before being processed.

They also mentioned that they have contacted you directly via email.

Could you please confirm whether you have received any communication from the casino? Additionally, let me know if there have been any updates on your side, especially regarding the withdrawal or your account status.

Thank you in advance for your cooperation, and I look forward to your update.

Thank you for reaching out. I have been in contact with them- my account is active, my user name had been changed which is why i could not log in. the had processed 1 payment and they have acknowledge the second payment and said they will update me when it has been processed.

Hello,

I’m happy to hear things are moving in the right direction. I would like to keep this complaint open until I receive confirmation that all funds have been successfully received. Please keep us updated.

Dear unhappycustomer,

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,
Lucia
Casino.Guru