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Hello,

I have come here as there is no other place I can go, as I have exerted all my efforts with talking to live chat over 20 times in the past week, emailing support twice with no reply and have been given 3 different names for who my account manager is, which is completely ridiculous.

I have gone on what some may say a miracle run. I deposited 4 thousand usd and now my account have 280 thousand dollars. I've won big time. Unfortunately this is where my problems started. I tried to withdraw the daily withdrawal limit of 500 USD and I got this error

I was then told to contact my "account manager" who I was told was Jeffery on telegram. I talk to him and then shockingly he tells me, he is not my account manager and I have to contact live chat again. I contact live chat again and they tell me my account manager is a person name Noura and then just to double check that they are not actually lying to me, I ask them the same question a few hours later and they say my account manager is a person name Samer. So you can understand from my story that this is probably looking very shady and I'm only looking to get answers.

I've followed all of the rules and have been very patient, but there has been no clear answer or response to my question.

I have all of the screenshots and transcripts from my chats with live chat and Jeffery, the first person I spoke with, as proof to my story. All I'm looking for is for them to help manually withdraw my daily limit to my USDT account until my monthly limit is reached. I will gladly keep using the website if this happens.

My only worry is that after making this life changing amount of money, I will not get to even withdraw 1 dollar.

Dear OmarA,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

My complaint isn't about the withdraw, it is about the error I keep getting and the fact that support haven't replied to my 2 emails I've sent them. Please read my story again, i've explained everything there.

Just wanted to add a link to a person also that uploaded a video on youtube (https://www.youtube.com/shorts/LWsT4Ku-BGM) that has had the exact same problem as me and he shows the emails that support has not responded to his emails either and he has the same error message when trying to withdraw. Funnily enough this error doesn't happen when you deposit, only when you try to withdraw. Would love an explanation for this.

WELL I have found out the website is a scam and hope you fix your review on these guys. I don't need to hear back from them.

Dear OmarA,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No they are scammers. Please make sure to let everyone know.

Dear OmarA,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear OmarA,

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.

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,
Nick
Casino.Guru