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On July 19, 2025, I made a play on Parleys that gave me a prize of $35.30. I went to make my first withdrawal for $32 and automatically a lock appeared next to the amount I had available in the account saying that my user account is temporarily suspended. I wrote to support, they asked for my email, there they sent me an email where they asked me for a photo of my identity, a selfie holding the ID, a photo of the card with which I recharged the account and a selfie showing it. I sent it today, Tuesday the 22nd, 2 days later, they still have not verified or validated anything. I write to the support chat and they tell me that it takes time, that they are solving it as soon as possible, and so on. I feel like they are not going to pay me because I check their Instagram page and there are several cases of people complaining about not being paid their withdrawals. I will continue to wait, but I sincerely doubt they will pay me. I have been betting on different sites for years and those KYC verifications don't take more than 24 hours.

el dia 19/07/25 hice una jugada en parleys que me dio un premio de 35.30 $ fui hacer mi primer retiro por 32$ y automaticamente me salio un candado alado del monto que tenia disponible en la cuenta que decia que mi cuenta de usuario está temporalmente suspendida. escribi al soporte me pidieron mi correo alli me enviaron un correo donde me pedian foto de mi identidad, selfie soteniendo el documento de identidad foto de la tarjeta con la que recargue la cuenta y selfie mostando la misma. lo envie ya hoy martes 22 2 dias despues siguen sin verificar ni validar nada escribo al chat de sorporte y me dicen que eso tarda que estan solventando lo mas pronto posible y demas. siento que no me van a pagar por que reviso su pagina de instagram y alli hay varios casos de personas quejandose con que les paguen sus retiros seguire a la espera pero sincerramente dudo que me paguen. tengo años apostando en distantas paginas y esas verificaciones kyc no tardan mas de 24 horas.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Please also 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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 10 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

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.

okay I'll wait then thanks for taking your time to take my case.

okey esperare entonces gracias por tomar de su tiempo para tomar mi caso.

Dear player,

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.

Katarina

Hello, my account is still suspended. On Monday, July 28, 2025, they sent me another email asking for the Single Tax Information Registry (Rif). I sent it to them and they didn't respond to me anymore. I really find it incredible how a page takes half a month to verify information.

buenas, mi cuenta sigue suspendida el día lunes 28-07-25 me enviaron otro correo pidiéndome el Registro único de información fiscal (Rif) se los envié y no me respondieron mas, de verdad me parece increíble como una pagina tarda medio mes para verificar una información.

Today is 16 days and my account is still suspended. No one has given me any answers, neither through support on their website nor by email. I don't know what to think anymore.

hoy se cumplen 16 dias y aun mi cuenta sigue suspendida nadie me da respuesta alguna, ni en soporte por la pagina web de ellos ni por correo electronico ya no se que pensar.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello, I already sent you the emails.

buenas ya le envie los correos

Good morning, today they contacted me. They removed the suspension from my account, and I was able to withdraw it. It's now in my account. They apologized for the time it took, and although I was annoyed that it took more than 20 days, I told them everything was fine. Thank you very much for taking my case and following up.

buen dia hoy se comunicaron conmigo me quitaron la suspension de la cuenta y pude hacer le retiro y ya llego a mi cuenta se disculparon por el tiempo que tardaron y aunque me molesto que tardasen mas de 20 dias les dije que todo bien. muchas gracias a usted por tomar mi caso y darle seguimiento.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear greison18,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina