The Normal Casino - Player's withdrawals are delayed and support is unreachable.

No withdrawals have been made for more than two weeks.

The chat feature with support has disappeared, so I can no longer use it.

I am also unable to communicate via email.

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 understand the whole situation completely.

• 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?
• Are you currently able to access your account? Can you log in?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

YES

YES

UNKNOWN

YES

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, Michal (michal.k@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,

Attila

I’ve received an email from the casino, but it doesn’t mention any valid reason for the delay in my withdrawal.

Please have a representative speak with me immediately.

Normal Game

9月19日(土) 19:45 (5 日前)

To 自分

Hello,

We can see that your withdrawal is taking longer than usual to process. This should not have happened, and we sincerely apologize for the delay.

We have already contacted the payment provider and are currently awaiting their response. As soon as we receive an update, we will let you know immediately.

Thank you for your patience and understanding.

Best regards,

Normal Support Team

Hello andandjonnyx,

It's Michal once more. I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite The Normal Casino to join the conversation.

Dear The Normal Casino,

Could you please clarify why the player's withdrawal has not been processed for so long? When will the player receive their winnings, and what improvements have been made to ensure that any future withdrawals do not encounter unnecessary delays?

If there are any factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.

Dear andandjonnyx,

I have received this response from the casino team:

Dear Michael,

Please accept our apologies for the delayed response. Due to a high volume of spam in our inbox, your message was unfortunately overlooked.

The player submitted two separate withdrawal requests. The first request was completed correctly, processed promptly, and the funds were successfully received.

The second withdrawal remains pending due to an extra space entered at the end of the wallet address. After the player contacted us, we raised the issue with our cryptocurrency payment provider’s support team. We are currently awaiting their resolution and confirmation that the payment has been processed.

We also wish to clarify that all withdrawals must be handled in accordance with the applicable payment processing procedures. Although we dispute the allegations made against our project, we remain committed to resolving this matter professionally and ensuring that the outstanding withdrawal is completed.

Thank you for your patience and understanding.

Kind regards,

The Normal Support Team

We have nothing to say in response.

Please direct your inquiry to the casino.

Dear andandjonnyx,

I have, of course, requested that the casino team handle this matter appropriately and in a timely manner. Could you please confirm how you entered your crypto wallet address? Have you double-checked that the address is correct and in the proper format?

Dear andandjonnyx,

Thank you for the clarification. I have already asked the casino to substantiate its explanation and confirm whether the pending withdrawal can be cancelled and replaced.

As the original crypto wallet address is now unavailable, I will also inform the casino team for your updated payment details.

I understand your concerns about the delay and will update you once I receive the casino’s response.

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.

Dear andandjonnyx,

Unfortunately, I have not received any further response from the casino. Since no advancements have been made despite my multiple attempt to reaching out to the casino team I'm forced to close this case as unresolved at the moment.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. I am sorry we could not be of more help on this occasion.

In the meantime, you might consider escalating your case to the Alternative Dispute Resolution (ADR) provider. All licensed operators under Anjouan Gaming (AOFA) Authority are required to engage one or more Alternative Dispute Resolution ("ADR") providers approved by the Authority.

You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru.

You might also find our How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of The Normal Casino. We received the following correspondence from the casino team:

Good afternoon.

Player and*******nyx@gmail.com has received their withdrawal.

Please accept my apologies for the delayed response; the matter took longer to resolve than expected. Thank you for your understanding.

The casino also provided this explanation:

There were some difficulties with the payment system. The client put a space at the end after entering the wallet address, which caused an error. As a result, we had to fix everything and rework the integration with the payment system, since several other bugs were also discovered.

I then asked the casino to clarify:

Do I understand correctly that your customers should no longer encounter these issues and that their withdrawals will now be processed normally?

The casino replied:

Yes, indeed—all technical issues have been resolved and thoroughly checked. Thank you once again for your understanding.

As the casino has confirmed that the technical issues have been resolved and your withdrawal has been paid, could you please confirm whether you have received the funds and whether we can close this complaint as resolved?

A partial withdrawal has been completed.

Dear andandjonnyx,

Could you please clarify what you mean by a partial withdrawal? Have you received the original withdrawal or not?

The deadline for the response is too short.

The investigation will take some time, so I cannot provide an answer immediately.

Please follow the established rules and set the deadline for one week, followed by an additional one-week period for follow-up reminders.

Dear andandjonnyx,

The casino has provided a transaction record showing a successful payment of approximately 1,404.95 USDT on 27 October to the replacement ERC20 address you supplied.

Please check your wallet’s transaction history and confirm whether you received this payment. If you maintain that the withdrawal was only partially paid, please specify the amount still outstanding and explain the discrepancy.

Given that the transaction is confirmed on the blockchain, I do not currently see a valid reason to prolong the complaint without a specific explanation of what remains unpaid. If something prevents you from verifying receipt, please explain the difficulty so I can assess whether further time is needed.