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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.

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Dear 361714656,

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 361714656,

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.

Hello, I still haven't received any solution. I contacted the partners department by email, and they told me that withdrawals are working normally in my account, when in reality that's not the problem. The issue is that I'm not getting paid; my account is still processing the payments. I've made all 50,000 withdrawals because they asked me to make smaller withdrawals to facilitate payments, but they still haven't resolved the problem!

Hola, aún no he recibido solución alguna, me comuniqué por mail con la parte de partners, y me dijeron que los retiros de dinero funcionan normalmente en mi cuenta, cuando en realidad ese no es el problema, el tema es que no me pagan, en mí cuenta siguen en proceso, he realizado todos retiros de 50 mil porque me han pedido que haga retiros más pequeños para facilitar los pagos pero aún así NO me han resuelto el problema!

Good morning, today I opened the casino to check on my withdrawals and found that they've canceled withdrawals that were in process more than 15 days ago! It's outrageous what they're doing to me; they just have to pay me and that's it! Now I have to make the withdrawal again and wait all the time again—this isn't right! They're making a mockery of their customers! They won't get away with this. Support is telling me to make the withdrawals again and wait 48 hours! They've been doing this since May 4th! Nobody is resolving anything; it's a disgrace.

Since May 4th, they've been operating the same way. They tell me to cancel withdrawals and make them in smaller amounts. At first, I agreed because they were withdrawals of 700,000 pesos, but now all my withdrawals are 50,000 pesos. I can't make smaller withdrawals; do they expect me to withdraw 100 pesos at a time?! If they're a casino and can't pay, they should close down and open a kiosk.

Buenos días, en el día de hoy abrí el casino para ver cómo venía el tema de los retiros y me encontré con que cancelaron los retiros que se encontraban en proceso, hace ya más de 15 días! Es una burla lo que me están haciendo, tienen que pagarme y listo! Ahora tengo que hacer el retiro otra vez, y volver a esperar todos los plazos, no es así! De están burlando del cliente! No van a quedar impunes con toda esta situación. Por soporte me dicen que vuelva a realizar los retiros y espere 48 hs! Así me tienen desde el 4 de mayo! Nadie me soluciona nada es una vergüenza.

desde el 4 de mayo que operan de la misma forma, me dicen que cancele los retiros y los haga de montos más pequeños, primero accedí porque eran retiros de 700mil, pero ahora tengo todos retiros de 50mil, no puedo hacer retiros más chicos, que pretenden que saque de de a 100 pesos! Si son un casino y no pueden pagar, cierren y pónganse un kiosko.

Dear 361714656, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hello, I have received successful withdrawals, but it took 15 days. I have already passed KYC verification. I accumulated the winnings without bonuses or anything, just with real money. I was playing casino slots. You have over 40 pending withdrawals that you still haven't credited to my account! I am still waiting for a prompt response!

hola, Si se han realizado retiros exitosos pero luego de 15 días, ya he superado la verificación Kyc, las ganancias las acumulé sin bonos ni nada solo con saldo real, estaba jugando slots de casino, tienen más de 40 retiros pendientes aun por abonarme! Sigo a la espera de una pronta respuesta!

Dear 361714656,

Thank you for your response.

Could you please send me or attach screenshots from your casino account showing the currently pending withdrawal requests?

Please make sure the screenshots clearly show the withdrawal amounts, dates, and current statuses of the transactions.

Thank you in advance.

Karla

I'm sorry I can't send you the screenshots because the page seems to have been taken down; when I try to access it, I see the following image.

Lamento no poder enviarle las capturas debido a que aparentemente dieron de baja la página, al intentar entrar me aparece esta imagen a continuación

Dear 361714656,

Thank you for your update.

Could you please let us know whether you are now able to access your casino account again? If so, I would appreciate it if you could provide us with an update regarding your withdrawal requests and their current status.

If you have regained access, please also let us know whether any of the pending withdrawals have been processed or paid since your last message.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

The page is now working normally, although its URL has changed, but my user account remains open. Since the last time I filed a complaint, I haven't received a single cent, and I contacted them by email. They replied that they understand my frustration, but no one is solving the problem. I'm sending you screenshots of the emails I sent.

I truly don't understand why this casino continues to operate, preying on people's needs. They should at least report its gaming license, so this doesn't happen again.

Don't let it happen to anyone else!

La página ya se encuentra funcionando normalmente, aunque cambió su URL, pero el usuario me quedó abierto igual, desde la última vez que realicé el reclamo no me pagaron ni un centavo, y me comuniqué por mail, a lo cual me contestan que entienden mi enojo pero nadie me soluciona el problema, te envío capturas de los mail enviados.

De verdad no entiendo porque sigue operando este casino jugando con la necesidad de la gente, deberían de denunciarle la licencia de juego al menos, para que esto no le

ocurra a nadie más!

Dear 361714656,

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, Lucia, (lucia.s@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,

Karla Mayfly

Hello 361714656,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MaxWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Hello!

Thank you for your patience and interest in solving the issue.

We recommend withdrawing smaller amounts, as it is safer and faster. We think about the safety of our players and want all processes to proceed comfortably.

As far as we know, the player is in touch with our support team, and funds are being withdrawn in accordance with incoming requests.

Sincerely,

MaxWin Manager

Dear 361714656,

Could you kindly confirm if the withdrawals are functioning properly for you? If they are, we would greatly appreciate it if you could provide us with an update on the current funds that are still pending withdrawal. Thank you for your cooperation.

Dear 361714656,

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,
Lucia
Casino.Guru