Cashed Casino - Pelaaja ei ole vielä saanut voittojaan.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear CoelPablo95,

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

They just requested KYC. It was sent to them immediately.

Classic delaying practice, as if they couldn't demand it right away.

Dear CoelPablo95,

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.

They're stalling for time, stalling for time. Only later on Friday did they receive my KYC documents (there's been silence since March 30th!). They received the documents but haven't verified them. They're stalling again. Take action.

Another time-wasting exercise. The account states that documents have been completed, but the documents cannot be uploaded and there's no information about what documents they are. Zero email information, zero messages about anything needing to be completed. ROCK and a kilometer of SLUDGE.

Dear CoelPablo95, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

This is my first withdrawal from them.

They haven't requested KYC documents since March 30th. They only requested them on April 10th! What were they doing for 12 days?!

They received the documentation on April 10th, but still no response.

They're playing for time, freezing my money, and not providing any specific information!

I accumulated my winnings after making my first deposit with a welcome bonus.

Primarily, they were sports games with a slight casino element.

For three days, the player's account has been prompted to upload the required documents, but there's no way to do so. Support/kyc hasn't responded to my messages regarding this matter for three days. Another example of playing for time.

Live chat cannot answer any question specifically.

Support and KYC don't respond to emails. If they do respond, it's a flurry of responses without any specific information.

more bashing and no concrete information.

Dear CoelPablo95,

Thank you for your update.

To help me review your case properly, please send me all relevant screenshots and documents related to your withdrawal, KYC process, and communication with the casino to karla.m@casino.guru.

This includes, in particular:

• screenshots of your withdrawal request and its current status,
• any emails or chat transcripts with the casino,
• screenshots showing the KYC/document upload issue,
• and any confirmation that the requested documents were already sent.

Thank you very much for your cooperation.

Karla

Dear CoelPablo95,

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