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This casino has put my account under review, and even though I contacted them by email to withdraw money from my account, they told me to wait for a response from the responsible department. I've been waiting for that response for over three weeks now, and I still can't withdraw money from my account or access it.

Este casino ha puesto mi cuenta en revisión, y aunque les contacto por correo para retirar el dinero de mi cuenta, me dicen que espere una respuesta del departamento responsable. Llevo ya más de 3 semanas esperando esa respuesta y sigo sin poder retirar el dinero de mi cuenta y sin poder acceder a ella

Hello,

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 before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active 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,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Have you made any successful withdrawals before?

No

Could you confirm that you have passed the KYC verification?

They have asked me for documents but I am working on it.

Did you accumulate your winnings with or without an active bonus?

Do not use bonds

¿Has realizado algún retiro exitoso anteriormente?

No

¿Podrías confirmar que has pasado la verificación KYC?

Me han pedido documentos pero estoy en ello

¿Acumulaste tus ganancias con o sin bono activo?

No use bonos

Thank you for your reply, pocahontas23232. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

But if I can't access my account to request a withdrawal, the withdrawal doesn't exist... My account is closed and I still have no response from the casino to withdraw my funds.

Pero si no puedo acceder a mi cuenta para solicitar un retiro, el retiro no existe... Está mi cuenta cerrada y sigo sin respuesta del casino para retirar mis fondos

Could you please clarify when exactly you lost access to your casino account? When was the last time you tried contacting the casino regarding this issue?

Dear pocahontas23232,

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,
Kristina
Casino.Guru