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I made the withdrawal request on May 20th. I also sent documents requested for verification. After 2 weeks they cancelled the withdrawals and asked me for documents that I hadn't asked for before. I sent these documents also making a withdrawal request. After a week it was cancelled and then they told me that I had to send some documents back because they weren't visible. Other days have passed and the verification is still pending, even the withdrawals, so they've been going like this for a month.

Ho fatto la richiesta di prelievo il 20 maggio ho mandato anche documenti richiesti per la verifica,dopo 2 settimane mi hanno cancellato i prelievi e mi hanno chiesto documenti che non mi li chiesto prima ho mandato questi documenti facendo anche richiesta di prelievo dopo una settimana viene cancellato poi dicendomi che devo rimandare alcuni documenti perché non sono visibili sono passati altri giorni e la verifica e ancora in sospeso anche i prelievi quindi da un mese girano cosi

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Dear Maria1208,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Yesterday they paid me a withdrawal of €500 but they had to pay me 2 withdrawals of €500, they started again with the same bullshit that they are late due to an increase in work, that they don't know when the payment department will make this transfer.

Ieri mi hanno pagato un prelievo di 500€ però dovevano pagaremi 2 prelievi di 500€ ,hanno iniziato di nuovo con stesse stronzate che sono in ritardo per aumento del lavoro, che non sanno quando dipartimento di pagamento farà questo bonifico.

I made a withdrawal 2 weeks ago and they told me that they will make the payment within 3 working days but days have passed and they have not done it then they told me to change the payment method so I requested withdrawal via bank transfer now more days have passed and still the payment has not been made, they always look for excuses not to pay.

Ho fatto un prelievo 2 settimane fa e mi hanno detto che entro 3 giorni lavorativi faranno il pagamento però sono passati giorni e non l'anno fatto poi mi hanno detto di cambiare il metodo di pagamento quindi ho chiesto prelievo tramite bonifico bancario adesso sono passati altri giorni e ancora pagamento non è stato effettuato,sempre cercano delle scuse per non pagare.

Thank you for your reply, Maria1208. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

I always get these answers.

Queste risposte li ricevo sempre

Today they cancelled my withdrawal and asked me for proof of payment after the verification was completed, now they told me that the department wants additional document

Oggi mi hanno cancellato il prelievo è mi hanno richiesto la prova del pagamento dopo che la verifica e stata completata,adesso mi hanno detto che il dipartimento vuole documento aggiuntivo

Hello Maria1208,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Maria1208,

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 Maria1208,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Maria1208,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S