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They only stolen my money for nothing

Dear Maher111,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Maher111,

Have you received your withdrawal from the casino yet?

They confiscated the money under the pretext of violating the law. The bonus they let me request a refund request so that they would trap me. Why do they have the right to seize the money? They can return the money to the casino account and give a request that I cannot redeem until I complete the bonus terms, but they actually stole the money.

Thank you very much for your reply, Maher111. Did the casino clarify which rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Maher111,

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.

How I can uploaded the chat screen and the documents of me and casino

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If you are not able to upload screenshots to this thread, you can forward everything to my email address (kristina.s@casino.guru).

Dear Maher111,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.