Casino Extra - Pelaajan kotiutus on viivästynyt kuukausia.

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.

Hello,

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.

• 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?

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

Kristina,

Thanks for your reply and help. I have not received any withdrawals. Yes, I have completed the kyc checks. I sent over my proof of address, did the selfie and bank info and proof. I used a bonus which was wagered completely.

Hope we can move forward.

Thanks

Danielle.

Thank you for your reply, dannytherossie. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you Kristina,

I have sent you a mail. Also added the screenshot of withdrawal page from the casino here.

Dear dannytherossie

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello dannytherossie,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Extra,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello Lucia, hello @dannytherossie

Thank you for your messages and for allowing us to clarify the situation regarding this withdrawal.

We have thoroughly reviewed the case, and we would like to restate the full timeline for transparency:

• Withdrawal requested: 04/08/2025 at 13:55:27
• Withdrawal approved and sent by us: 06/08/2025 at 16:19:59

Both our internal system and our payment provider confirm that the transfer of €1501.51 was successfully processed and completed on 06/08/2025. All procedures were followed strictly according to our Terms and Conditions.

After the player contacted our support team reporting that the funds had not arrived, we requested a full bank statement starting from 06/08/2025 so that we could initiate an internal trace on our side. The document provided covered the period 01/07/2025–30/09/2025; however, we noticed two issues:

• The PDF is blurry, making several details unreadable.
• There are no transactions at all between 01/07 and 13/08/2025, which is highly unusual on a standard bank statement.

Because of these inconsistencies, we kindly advised the player to contact their bank directly. Banks can perform an internal trace for incoming transfers on the date in question and confirm whether the transaction is pending, delayed, or misrouted.

If the player prefers, we are also happy to perform an additional verification on our side. For this, we would need a clear, readable bank statement specifically from 06/08/2025 until the current date. Once received, we will immediately forward it to our Payments Team for further investigation.

We remain fully at the player’s disposal and are committed to assisting until this matter is resolved.

Kind regards,

The Casino Extra Team

Dear Casino representative,

thank you for the update.

Dear dannytherossie,

I would like to ask you to send me the mentioned bank statement to lucia.s@casino.guru, and also to comply with the casino's request by sending all the required documentation to them.

Thank you for your cooperation.

Respectfully,

Lucia

Dear dannytherossie,

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.

Hello Lucia,

I would like to inform you that I have just sent you all the requested information and documents by email.

Please let me know if you need anything else.

Kind regards,

The Casino Extra Team

Dear parties,

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,

Lucia Stan

Casino.Guru