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Hello,

I won $8000 on 28 June and followed the terms and conditions conditions to withdraw a maximum of $1000 a day over 3 days until I reached the maximum number of withdrawals. I received one payment of $1000 to my withdrawal method on 3 July and since then I have requested updates on the remaining $2000 nearly daily. It has been over two weeks since I requested the withdrawal and despite confirmations it would be escalated as a priority to the financial department no additional funds have been received. I would appreciate assistance to have this resolved so I can continue to enjoy these sites.

All chat transcripts can be provided if that would help.

Thanks

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.

Could you please specify the exact dates and amounts you requested for your withdrawal?

Have you passed the full KYC verification?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your help. After advising I’d laid a complaint funds were received.

Dear Stacewa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru