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I won 1500 euros on a bet, which I withdrew (under review)

After 4 business days I asked them why the withdrawal was not proceeding and they closed my account.

When I ask them how I know my money is safe, they tell me that the relevant department is processing it.

I believe it's a scam and that I will never get my money back.

wrong assessment by casinoguru after high protection index

Κερδισα στο στοιχημα 1500 ευρω τα οποια και εκανα αναληψη(υπο εξεταση)

επειτα απο 4 εργασιμες μερες τους ρωτησα για ποιο λογο δεν προχωραει η αναληψη και μου εκλεισαν τον λογαριασμο

οταν τους ρωταω πως ξερω οτι τα χρηματα μου ειναι ασφαλη μου απαντανε οτι το επεξεργαζεται το αρμοδιο τμημα.

εγω πιστευω οτι ειναι απατη και οτι δεν θα παρω ποτε τα λεφτα μου πισω

λαθος εκτιμηση απο τον casinoguru μετα απο υψηλο δεικτη προστασιας

Dear kako97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

All profits are from sports betting.

I was never asked to verify my account. It was verified from day 1. I don't know why the company has such a policy. I asked the live chat many times why it is verified even though I haven't sent any information and they told me that if they need anything they will notify me by email.

There are no active bonuses. It's pure profit after deposit!

Ολα τα κερδη ειναι απο αθλητικα στοιχηματα

Δεν μου ζητηθηκε ποτε να επαληθευσω τον λογαριασμο μου. απο την 1η μερα ηταν επαληθευμενος. δεν ξερω για ποιο λογο εχει τετοια πολιτικη η εταιρια.Ρωτησα πολλες φορες το live chat για ποιο λογο ειναι επαληθευμενος ενω δεν εχω στειλει κανενα στοιχειο και μου ελεγαν οτι αν χρειαστουν κατι θα με ειδοποιησουν με εμαιλ.

Δεν υπηρχε ενεργο μπονους. ειναι καθαρα κερδη μετα απο καταθεση!

Thank you for your reply, kako97. Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that requires further investigation and led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.