Fugu Casino - Pelaajan kotiutus on viivästynyt kaksi kuukautta.

I initiated a withdrawal of €2,000, yet to this day I have not received it—despite having already deposited over €15,000. Whenever I inquire, they claim they are waiting for a response from the payment system and that they have sent repeated requests. I have endless proof of their inconsistency: one day they say the withdrawal will be returned to my account balance, and the next day they say I will receive the money shortly. At one point, I even received a message stating that the payment system had responded and the funds would be credited back to my balance—and that was two months ago. Now, however, they are once again claiming they are waiting for a response.

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Dear Iskkoooo,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a 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,

Tomas

Yes, I have attached proof that my account has been fully verified and that I have successfully received withdrawals from the casino in the past.

However, my current withdrawal has been pending since March 30, and I have not received the payment. Since then, the casino has repeatedly claimed that the issue is related to their payment system, but nothing has changed for months.

In addition, they often ignore my messages or block communication instead of providing a solution. I have been waiting for my funds for several months without any progress.

I would also like to confirm that these winnings were not obtained using any bonus. I always play without bonuses.

Thank you for your assistance, and I hope this matter can be resolved as soon as possible.

Dear Iskkoooo,

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,

Tomas

Dear player,

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

Dear Fugu Casino,

Could you please provide clarification regarding this case?

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 Iskkoooo,

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 could 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, you can try contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Best regards,

Mirka Dubasova