Slot Rush Casino - Player claims that payment has been delayed.

refuses to complete the registration of kyc even though I have submitted all the information. Every time you contact the chat it is as if it is a robot you chat with you get the same answer every time. They write that I should submit information and when I say that I have done it they say that they are working on it urgently. Then you hear nothing and the withdrawal is rejected. It is the ugliest casino I have ever been to. I should also add that I won 120000 eur but they are delaying and are not willing to pay

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.

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Dear Kewin123,

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

Dear Player and CasinoGuru Team,

We acknowledge that the verification process took longer than usual due to an increased workload and additional internal checks. We sincerely apologize for any inconvenience this may have caused.

At the same time, we would like to clarify that the most recent withdrawal request dated 14.01 was cancelled by the player, and no further withdrawal requests were submitted thereafter.

Please be assured that we are already taking active steps to optimize and accelerate our KYC and document verification procedures overall, in order to prevent similar situations in the future and improve the experience for all our players.

Thank you for your patience and understanding.

Kind Regards,

SlotRush Casino Team

Dear Kewin123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Kewin123,

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,
Karla
Casino.Guru