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I was never able to get the money I won and had to play it again. They don't answer emails, only on the platform, I couldn't make a withdrawal and I believe it was for a large amount of money. It's a scam. They asked for identification from the beginning 4 times. As soon as it passed approval and I went to make a withdrawal, they asked me for identification again. And my account was closed

Ποτέ δεν μπορουσα να παρω τα λεφτά που κέρδισα και αναγκαστικά να τα παιξω παλη. Δεν απαντάνε σε mail μόνο μέσα στην πλατφόρμα δεν μπορουσα να κάνω ανάληψη και πυστευω ότι ήταν για χρηματικό ποσο ότι ήταν μεγάλο. Είναι απάτη. Ζητουσαν ταυτοποίηση από την αρχή 4 φορές. Μόλις επερνε την έγκριση και πηγαινα να κάνω ανάληψη παλι μου ζητουσαν να κάνω ταυτοποίηση. Και ο λογαριασμός μου έκλεισε

Dear Vaios,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've experienced with your withdrawal and the repeated verification requests, followed by the account closure.

To better understand your case and contact the casino with the necessary details, could you please clarify the following:

• How much was your active balance at the time your account was blocked?
• Did you manage to submit all the requested identification documents? If so, did you receive any confirmation from the casino that your verification was approved?
• Did the casino provide any explanation for the final account closure?
• Have you ever previously withdrawn money from this casino, or was this your first withdrawal request?

If you have any screenshots of your communication with the casino, withdrawal attempts, or account balance, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

It was not the first withdrawal I have made from this company. My account was settled for a year. When I won 600 euros they asked for identification, I sent the necessary documents and got the green light that my account is fine. They would not let me make a withdrawal. And forced me to play my money again. But they asked for identification again. This is a big scam. They did not answer the emails I sent them only through the company with the robot. and they told me that they were sorry about Taileporia. And I got angry and asked them to delete my account. I do not have screenshots, I am sorry about that. Thank you

Δεν ήταν η πρωτη ανάληψη που έχω κάνει από την εταιρεία αυτή. Ο λογαριασμός μου ήταν Τακτοποιημένοσ εδώ και ένα χρόνο. Όταν κέρδισα τα 600 ευρώ μου ζητήσανε ταυτοποίηση έστειλα τα απαραίτητα έγραφα και πηρα το πράσινο ότι είναι εντάξει ο λογαριασμός μου. Δεν με αφήνανε να κάνω ανάληψη. Και αναγκαστικά να παιξω παλη τα χρήματα μου. Αλλά και παλη μου ζητήσανε ταυτοποίηση. Αυτό είναι μεγάλη απάτη. Δεν απαντούσαν στα Μάιλ που τους έστελνα μόνο μέσα από την εταιρεία με το ρομπότ.και μου λέγανε ότι λυπούνται για την Ταιλεπωρια. Και νευρίασα και τους ζήτησα να μου διαγράψουν το λογαριασμό. Δεν έχω Στιγμιότυπα οθόνης λυπάμαι για αυτό. Σας ευχαριστήσω

Thank you so much for getting back to me, Vaios.

I’m really sorry to hear how things unfolded.

To help me better understand what exactly happened and how we can support you, could you please clarify the timeline a little more? Specifically:

• When did you receive confirmation from the casino that your documents were accepted and everything was fine?
• What happened right after that? At what point did they stop allowing you to withdraw, and how exactly did they "force" you to play again — was the withdrawal option blocked, or did they say something that made you feel like you had no other choice?
• Did your balance drop to zero after playing again, or was your account closed while there was still money left?

I know you don’t have screenshots, and that’s okay — just any extra details you remember will be very helpful.

Your cooperation means a lot and will really help us move this case forward and try to get some answers from the casino.

My account has been verified for a year. I have made many withdrawals but this time as soon as I made a withdrawal I waited 24 hours and my money was still being processed. After a day they asked me for identification again I sent the necessary documents and they approved my identification. During this time I had canceled a withdrawal. As soon as they verified me I made another withdrawal. I waited 24 hours and the money was still being processed. I sent a message and spoke to a robot and he told me that the fastest withdrawal in 3 hours is with an electronic wallet Bianance I canceled the withdrawal and made it again with an electronic wallet. And I waited another 24 hours. And then they asked me again for the documents for identification I had 5 days they did not send me the money. I had sent them two emails in those 5 days and they never answered me. And then I canceled my withdrawal and played the money because I knew I would never get the money. I sent them a message and explained the reason I wanted to close the account and they replied sorry that this happened let's give you a bonus gift because of the problem I had. I didn't accept it and they closed the account after I had asked for it earlier. I didn't leave any money in. This company has a problem paying out the winnings anymore and they are creating problems for their customers thank you

Ο λογαριασμός μου ηταν ταυτοποιημένοσ εδώ και ένα χρόνο. Έκανα πολλές φορές ανάληψη αλλά αυτή τη φορά μόλις έκανα ανάληψη περιμενα 24 ώρεσ και τα λεφτά μου ηταν ακόμα στην επεξεργασία. Μετά από μια μέρα μου ζήτησαν παλι ταυτοποίηση έστειλα τα απαραίτητα έγραφα και με εγκρίνανε την ταυτοποίηση. Στο διάστημα αυτό είχα κάνει ακύρωση ανάληψης. Μόλις με Εκγρινανε έκανα παλη ανάληψη. Περίμενα 24 ώρεσ και τα λεφτά ήταν παλη επεξεργασία. Έστειλα μυνημα και μίλησα με ρομπότ και μου είπε ότι η ποιο γρήγορη ανάληψη σε 3 ώρες είναι με ηλεκτρονικό πορτοφόλι bianance ακυρωσα την ανάληψη και την έκανα παλη με ηλεκτρονικό πορτοφολι. Και περιμενα παλη 24 ώρεσ. Και μετά μου ζητήσανε ξανά τα έγραφα για ταυτοποίηση είχα 5 μέρεσ δεν μου έστελναν τα χρήματα. Τους είχα στείλει δυο Μάιλ σε αυτές της 5 μέρεσ και δεν μου απάντησαν ποτέ. Και μετά ακυρωσα την ανάληψη μου και έπαιξα τα χρήματα γιατί ήξερα ότι δεν θα παρω ποτε τα χρήματα. Τους έστειλα μυνημα και τους εξήγησα το λόγο που θέλω να κλείσω το λογαριασμό και μου απάντησαν συγγνώμη που συνέβη αυτό να σας κανουμε ένα δώρο μπόνους γιατί το προβλημα που είχα. Δεν το δέχτηκα και έκλεισαν το λογαριασμό αφου το είχα ζητήσει εγώ ποιο πριν. Δεν άφησα χρήματα μέσα. Η εταιρεία αυτή έχει πρόβλημα να πληρωνει τα κέρδη πλεον και δημιουργούν προβλήματα στους πελατεσ της ευχαριστώ

Dear Vaios,

Thank you very much for getting back to us and for sharing the additional details about your case. I’m really sorry to hear how frustrating this experience has been for you.

After carefully reviewing everything, I’m afraid we won’t be able to proceed with your complaint. While we completely understand how upsetting it must have been to wait for five days without a clear update from the casino, this is not an unusually long period for verification or withdrawal processing. Unfortunately, during this time, you chose to cancel your withdrawal and play down your winnings, which means the funds are no longer available for recovery.

We always strongly recommend that players remain patient and wait until the withdrawal process is completed, as once the balance is lost due to further play, we cannot request a refund from the casino.

I’m truly sorry that we can’t help you resolve this case in your favor, but I hope this explanation clarifies why we must close the complaint.

Thank you for your understanding, and I wish you much smoother future withdrawals.

Best regards,

Petronela

Casino.Guru