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Hello!

The first time I requested a withdrawal was on 4/5. I cancelled these withdrawals when they kept asking for more documents for KYC verification. When I then submitted the requested documents, I received an email stating that my verification was approved and complete. I cancelled my withdrawals and submitted 3 new withdrawals on 5/5.

Since I can only request a withdrawal of a maximum of €500 at a time, I have 3 withdrawal requests pending for €500, €500 and €400, a total of €1400.

The thing is that I can't even press the "live chat" button on their website since yesterday. But the other buttons can be pressed. I also get no answers when I email their support and KYC department. I get a total of 0 updates on how my withdrawals are going and I also get no contact with support.

Previously, you could contact them by pressing the "livechat" button, but since yesterday nothing happens when I press there, otherwise you can press everything else.

I think I have been the victim of a SCAM, but at the same time I am wondering about their high security index that you have given them.

Would be grateful for help.

Hej!

Första gången jag begärde uttag var 4/5. Jag avbröt dessa uttag då de fortsatte fråga efter fler dokument för KYC-verifiering. När jag sedan skickade in de efterfrågade dokumenten så fick jag ett Mail om att min verifiering var godkänd och klar. Jag avbröt mina uttag och la in 3 nya uttag den 5/5.

Då jag bara kan begära uttag på Max 500€ åt gången så har jag 3 stycken uttagsbegäran stående om 500€,500€ och 400€, alltså totalt 1400€.

Grejen är att jag nu inte ens kan trycka på "livechat" knappen på deras hemsida sedan igår. Men övriga knappar går att trycka på. Jag får heller inga svar när jag mejlar till deras support och KYC avdelning. Jag får totalt 0 uppdateringar om hur det går med mina uttag och får heller ingen kontakt med supporten.

Tidigare gick det att kontakta dem genom att trycka på "livechat" knappen, men sedan igår så händer ingenting när jag trycker där, i övrigt går det att trycka på allt annat.

Jag tror att jag har blivit utsatt för en SCAM, men samtidigt blir jag fundersam över deras höga säkerhetsindex som ni har gett dem.

Vore tacksam för hjälp.

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 danielb,

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 danielb,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear danielb,

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,
Karla
Casino.Guru