Surge Casino - Player’s withdrawal has been delayed.

Almost 3 months ago I attempted to withdraw $1000 of my $3000 account balance. The withdraw was declined by surge casino and they have been telling me that they are completing bet checks for the last 2 months. I have attempted to withdraw multiple times and they still decline it. After multiple emails to their customer support nothing has been resolved and they aren’t willing to 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.

Dear Will10,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Thanks for the reply,

• Ive never been able to make a successful withdrawal on surge
• My KYC is 100% verified
• There was no bonus active when I won my winnings

Thank you for your reply, Will10. Do you currently have any pending withdrawal requests? Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear Will10,

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.