W33 Casino AUS - Player’s withdrawal is delayed due to betting dispute.

I won and when i went to withdraw they declined as they stated i bet over the deposit amount this was not the case i stated this but they kept showing screenshots of the amount they said i went over. I showed them proof i betted consistently and it only jumped when i won..and it must be a glitch or a error on there end but they wouldnt accept or communicate via emal, feedback form only via chat

I have heaps of screenshoys just cant attach all of them

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 Looboo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding your withdrawal.

To help us better understand your situation, could you please provide additional details by answering the following questions:

• Which specific games did you focus on (e.g., slots, live casino, sports betting, etc.)?
• Could you clarify how much you initially deposited?
• What specific error message did the casino provide when your withdrawal was declined?

Your cooperation in providing these details will help us investigate the case and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petra

Which specific games did you focus on (e.g., slots, live casino, sports betting, etc.)?

It was slots, JILI games i can remember are fortune coins hit the cash and, 3 coin wild tiger and fortune coins 2

Could you clarify how much you initially deposited?

$30 deposited on 18/2/26 at 9.31pm

What specific error message the casino provide when your withdrawal was declined?

They stated withdrawal was declined as i bettex over the deposit amount

Thank you for your reply and for providing the previous details, Looboo.

• Is it possible to provide me with your transaction history, please?
• Could you provide any additional details about your communication with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi

Yes i can provide more info, i will send through to the email, it may take a day or so

Hi hope you received emais ok had trouble sending them

Dear Looboo

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 Samuel (samuel.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,

Petra

Dear Looboo,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from W33 Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear W33 Casino,

Please provide detailed information regarding the player’s issue. In particular, we need a clear explanation of the situation, including the specific reason for the issue and any relevant supporting evidence.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Please see attached email sent to w33 support, no response was unable to find evidence of feedback i added to the w33 website

Hello everyone,

Dear Looboo,

thank you for the update and for sharing the email. I have also reached out to the casino directly from my side, so we will see if they respond. At this point, we will allow them another week to get back to us. Hopefully, they will provide a response within this timeframe so we can move forward with your case.

Thank you for your patience.

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

I cant see new response i received email

Dear Looboo,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru