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Dear Casino.Guru Team,

I am filing this formal complaint against CoinCasino regarding a pending withdrawal of $7,013.34.

Key Facts of the Dispute:

Misleading Promises: One of the primary reasons I chose to deposit and play on this platform was their explicit assurance that withdrawals would be processed within 24 hours. This "fast withdrawal" promise was a deciding factor for my engagement, which the casino has now failed to honor.

Timing: My withdrawal request has now been stuck in "Pending" status for over 40 hours, nearly double their advertised timeframe.

Communication: I sent a formal complaint email to their compliance team 12 hours ago, providing a detailed PDF containing my mining pool reward history and blockchain transaction proofs to verify the legal source of my funds. I gave them a 12-hour ultimatum to respond, which has now expired with zero communication from their side.

Account Standing: I have NOT used any bonuses or promotional offers. All funds are derived from my real-money deposits and winnings.

Professional Background: As a professional miner, I have provided irrefutable evidence that all deposited funds are clean and originated from verified mining rewards.

The casino is currently "ghosting" me after failing to meet their own 24-hour processing standard. I am seeking your mediation to ensure the immediate release of my legitimate funds.

Thank you for your assistance.

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 Terry06,

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 Karla,

Thank you for the response. However, I must emphasize that this is not a standard withdrawal delay.

Misleading Marketing: The primary reason I deposited here was their explicit guarantee of <24-hour processing. They are now at 40+ hours with zero communication.

Refusal to Communicate: I have already provided a comprehensive 5MB PDF evidence file (verified mining rewards and blockchain history) to their compliance team 12 hours ago. They have completely "ghosted" me since then.

Risk of Bad Faith: In the crypto/gambling industry, prolonged silence after a large withdrawal ($7,000+) is a major red flag.

I am fully prepared for KYC, but the casino has not even requested it—they are simply ignoring all inquiries. I request Casino Guru to look into this case sooner as the platform's behavior is highly suspicious and contradicts their own service terms.

Thank you for your support.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Terry06,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla