Elon Casino - Pelaajan kotiutusta on viivästytetty toistuvasti.

Hello. I registered at Elon Casino on 04/2/2026. I made a deposit of 500 USD. Now I have 1558 USD in my account. The first time I tried to withdraw funds was more than a month ago. I was asked to go through verification. I provided all the necessary documents and the withdrawal was opened. I ordered a payment and it was canceled. I wrote to the chat and was told that I had to go through verification again. Of course, I agreed and provided all the necessary documents a second time. And again the payment was opened, I ordered 100 USD. But it was canceled again. And again for the third time I was told to go through verification. They sent me a letter with a link to the verification. I again fulfilled all the requirements and the casino confirmed it. But the withdrawal of funds is still closed for me. In the chat they say to wait and wait.... I understand everything, there is a certain identity verification and of course I provide all the documents. But how many times can I check my account....(((. I consider this a violation of my rights as a player. I ask for your help to intervene and help me solve this problem.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you successfully completed the full KYC verification process at this casino, or have any of your documents been rejected?
• What explanation did the casino provide for cancelling your withdrawal requests?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Are there any outstanding verification requirements remaining on your account?
• Have you tried selecting a different withdrawal method after your previous withdrawal requests were cancelled?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes, I went through verification twice and they confirmed it. Now I have provided all the necessary documents and passed the face id. They confirmed everything, but the withdrawal of funds is closed. And in the chat they say to wait for the verification to be completed. It has been going on for a very long time.

Explanation from the casino, additional verification is required. I send the same documents as before, but plus Face ID, then I say what is necessary in my voice, for example, my residential address. Their verification is automated. I receive confirmation that the verification has been successfully completed, but they will check something else.

I spun the slots, played in the casino, and placed sports bets. I enjoyed all the games and entertainment offered.

I didn't voluntarily take any bonuses. And the casino didn't seem to charge me anything. I played with my own money.

I want to get verified and order my funds. I am open to any verification they offer. I just want to get my funds faster.

I want to withdraw funds using the same method I used to make the deposit. These are the casino rules. The problem is that they don't give me the option to withdraw until they verify. But at the same time they drag out verification for no reason.

Hello TimaT,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Now I can't log into my account. They are writing the wrong username/password. I even tried changing the password, but that didn't help. I'm sure this is a problem on their side. They asked me to send them screenshots to see what the problem is. I sent them all. I'll send you emails and videos too.  I am sending you a video with the password removed veronika.f@casino.guru. I sent them the full video where I enter the login and password so that there are no complaints on my side. The problem is theirs, and why they are blocking me is the question.

Thank you for your email.

Please forward me the documents that you submitted to the casino for verification which were declined, together with all relevant communication between you and the casino customer support regarding the failed verification process. You can send the files to me at veronika.f@casino.guru.

Thank you for your cooperation.

Dear TimaT,

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,
Veronika
Casino.Guru

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

Dear TimaT

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, Mirka (miroslava.d@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,

Veronika

Dear TimaT,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Elon Casino representative to join this conversation.

Dear Elon Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence if needed.

Thank you in advance.

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 TimaT,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator here.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova