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I am filing a complaint against the casino regarding the blocking and refusal to process my withdrawals.

During the time I used the platform, I did not encounter any significant problems. However, after my balance reached approximately €30,000, I began to face repeated withdrawal denials without any clear or substantiated explanation.

My withdrawal requests have been systematically rejected or left unprocessed, without any specific reason being given, any rule cited as having been violated, or any reference to the applicable Terms and Conditions.

Despite multiple attempts to contact them via support chat and email, I have not received any concrete response. Support has limited itself to generic replies, without clarifying my case or offering an effective solution.

I have also not been provided with an adequate formal complaint process, clear information about an independent dispute resolution body (ADR), or a way to escalate the situation internally.

At this time, I still do not have access to my funds and have not received any formal justification for the refusal of my withdrawal requests. I asked them to refund only the amount of my deposits, to which they replied that this is impossible because they do not issue refunds.

Estou a apresentar uma reclamação contra o casino relativamente ao bloqueio e recusa de processamento dos meus levantamentos.

Durante o período em que utilizei a plataforma, não tive problemas significativos. No entanto, após o meu saldo atingir aproximadamente 30.000€, comecei a enfrentar recusas repetidas de levantamentos sem qualquer explicação clara ou fundamentada.

Os meus pedidos de levantamento têm sido sistematicamente rejeitados ou deixados sem processamento, sem que me seja indicada uma razão específica, regra violada ou qualquer referência aos Termos e Condições aplicáveis.

Apesar de múltiplas tentativas de contacto através do chat de suporte e email, não recebi qualquer resposta concreta. O suporte limita-se a respostas genéricas, sem esclarecimento do meu caso nem solução efetiva.

Também não me foi disponibilizado um processo formal de reclamação adequado, nem informação clara sobre uma entidade independente de resolução de litígios (ADR), nem forma de escalamento interno da situação.

Neste momento, continuo sem acesso aos meus fundos e sem qualquer justificação formal para a recusa dos levantamentos. Pedi para me devolverem apenas o valor dos meus depósitos, ao qual me responderam que é impossível pois nao fazem reembolsos.

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Dear ctfrro,

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 ctfrro,

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.

Dear ctfrro,

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,
Karla
Casino.Guru

We’ve reopened this complaint at the request of ctfrro. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ctfrro,

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.

Dear Karla,

Thank you for reopening my complaint.

Unfortunately, the situation remains completely unresolved.

I completed the verification process requested by the casino and submitted the required identification/documents. Despite cooperating with the verification process, my withdrawals were still not processed.

The problem began when my balance reached approximately €30,000 and I attempted to withdraw my funds. My withdrawal requests were repeatedly rejected or not processed, without any clear explanation or indication of which Term or Condition I had allegedly violated.

What concerns me even more is that I now cannot access my account information or my full transaction and gaming history, including my betting history, deposit history and withdrawal history. This makes it extremely difficult for me to independently retrieve records relating to my activity and the disputed funds.

I contacted the casino several times through live chat and email, but I have still not received a concrete explanation for the refusal of my withdrawals.

As an attempt to resolve the situation, I even requested the return of only the money I had deposited, rather than the approximately €30,000 balance. The casino refused this request as well, stating that they do not issue refunds.

Therefore, nothing has been resolved: I completed the requested verification, provided my documents, did not receive my withdrawals, and I am now unable to access important records concerning my own account activity.

I would therefore respectfully ask Casino Guru to intervene and request that the casino provide:

A specific explanation for the refusal of my withdrawals;

The exact Term or Condition allegedly breached, if they claim any breach occurred;

My complete account, deposit, withdrawal and betting/gaming history;

An explanation as to why I can no longer access these records;

A resolution regarding the funds that were withheld

Dear ctfrro,

Thank you very much for providing the detailed update.

To better understand the current situation, could you please clarify the following:

• Do you currently have access to your casino account, or has it been completely blocked or closed?
• Could you please confirm whether your KYC verification was successfully completed and approved by the casino?
• Were the disputed funds accumulated through casino games, sports betting, or both, and were any bonuses involved?
• Did the casino ever provide you with a specific reason for rejecting your withdrawals or restricting your account?

Please also share any relevant communication with the casino regarding the rejected withdrawals and your account restriction. You can attach it directly here or send it to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.