W88 Casino - Player’s withdrawal is being withheld.

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 mehedy2024,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation, please allow me to ask you a few questions:

• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino? Or does the casino’s allegation of breaking the rules regarding multiple accounts/references relate solely to your crypto and fiat wallet issue?
• Could you please confirm whether you have successfully passed the KYC verification?
• When did you first notice that your crypto wallet was blocked?

Your answers will help us review your case more thoroughly.

I hope we will be able to assist you in resolving this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

Dear mehedy2024,

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

Could you please share the above-mentioned transaction records and provide any additional communication you have had with the casino? This can include screenshots, emails, or chat records.

You can send all relevant documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation. Your answers and documentation will help us review your case more effectively.

Dear Petra,

Thank you for your patience.

I have now prepared all the documents you requested and have sent them to your email: petra.h@casino.guru

Here is a quick summary of what I sent:

1. Transaction Records (Deposits & Withdrawals)

I have attached screenshots from my Binance account showing:

* Multiple successful deposits from W88 to my wallet (proof that W88 paid me before)

* Multiple successful withdrawals from my Binance account to W88 (proof of my activity)

* All transactions were completed without any issue before my account was blocked

These records prove that W88 had no problem with my account until I requested a larger withdrawal of 2,270 USDT.

2. Additional Communication with W88 (Email Chain)

I also attached screenshots of my email exchange with W88 support. I contacted them three times, and each time they replied with the same generic marketing email, completely ignoring my questions about why my account was blocked. This shows they are avoiding accountability and have no real customer support for disputes.

I sent all the attachments including transaction records and additional communications with W88 to your email from my registered email address. I indicated in the email with my complain ID number.

Please let me know if any files are missing or if you need anything further.

Thank you again for your help.

Best regards,

Mehedy

Dear mehedy2024,

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

• Could you please share the message you sent to the Regulator with me?
• Also, is there any chance, even unintentionally, that you may have acted against the bonus policy?

Once I have this information, I will proceed with the case to the next step of the resolution process.

Thank you again for your cooperation.