The player from South Korea faced issues with the casino refusing to process her deposit and returning her money. Despite having bank transaction records, the casino ignored her claims and asserted that the deposit did not exist. The Complaints Team advised the player to contact her payment provider for an investigation, which might take about a month. Due to the player's lack of response to follow-up messages, the complaint was closed without resolution. The player retained the option to reopen the complaint by resuming communication.
Winum Casino - Player’s funds are confiscated.
Closed
Our verdict
Player stopped responding
Amount: 50,000 ₩
Winum Casino
Safety Index 3.8 LowCase summary
Discussion
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2 months ago
Translation
They won't return the money. They won't process the deposit, and even though I have bank transaction records, they are now ignoring me and claiming it doesn't exist. It's dumbfounding. Do people really advertise a scam site like this in Korea? A fraudulent app like this? I just don't understand.
Automatic translation:
Public
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2 months ago
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.
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2 months ago
Dear 357271900,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards
Petra
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1 month ago
Dear 357271900,
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.
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1 month ago
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,
Petra
Casino.Guru
