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I found this casisino ir your website. Yesterday I made a total deposit of €150 and won up to €700. When I tried to cash out, they first asked me to complete KYC, but due to technical issues it’s not possible to do KYC through their website, and they ask to contact support. However, the live chat doesn’t work, and they haven’t replied to my email since yesterday

Dear sarunaskmk,

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

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 sarunaskmk,

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.

i lost my money,lost my patient,and after 2 weeks kyc is not processed,they not answering emails

dead,abandoned casinos without live chats,u have to add this casino to blacklist,becouse nobory is answering emails for kyc

all casinos without insta widrawal has to be blacklisted,its not fair,you making insta depo,and waiting weeks or months for widrawal,curacao licence is toilet papet

Dear sarunaskmk, thank you very much for providing the information.

I completely understand how frustrating this must feel. However, I would also like to kindly remind you to remain patient during this process and to avoid gambling with any available funds in your account - if the balance is lost through gameplay, we may no longer be able to assist you.

To better understand your current situation, could you please confirm the following details?

• Have you lost all of your funds while waiting for the withdrawal?
• If not, could you please clarify how much do you currently need to withdraw?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you once again for your patience and cooperation.

Best regards,

Attila G.

Dear sarunaskmk,

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.

no kyc yet,dead casino,no respond

Dear sarunaskmk, could you please confirm whether your account balance is still available? Additionally, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. 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.

Dear sarunaskmk,

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,
Attila
Casino.Guru