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Im trying to withdraw my funds for 1 day now and they keep telling me that i have to wait till my withdraw gets processed, and then it gets cancelled with reason saying that crypto withdrawals are getting an update.

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Dear kitela,

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

They keep cancelling my withdrawals with the reason "there are ongoing crypto withdrawal updates". i dont think waiting 14 days will do me any good if you guys wont help me

Still no update. One assistant told me that the crypto updates were over but then another one told me that the updates were still ongoing. They keep lie to people to confiscate funds. I will upload screenshots as well. Please help

Dear kitela,

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.

No i havent received it, they are still telling me the same. Please help

Dear kitela, 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

Dear kitela,

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, Samuel, (samuel.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

Dear kitela,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from mitobet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear mitobet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Dear kitela,

I have tried to contact the casino repeatedly, but unfortunately there has been no response within the given timeframe. At this stage, there is not much more that can be achieved without cooperation from the casino side.

For this reason, I will be marking this complaint as "unresolved" in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints may negatively affect the casino’s rating and can sometimes encourage them to re-engage and resolve the issue later on. If the casino decides to respond in the future, we will reopen this complaint and you will be notified by email.

As a next step, I recommend submitting your complaint directly to the casino’s licensing authority, which in this case is the Anjouan Gaming Authority.

You can use the official complaint channels provided by the regulator:

• Third-party complaint policy: https://anjouangaming.com/regulatory-framework/third-party-complaint-policy/
• Contact page: https://anjouangaming.com/contact/

The regulator has additional authority and tools to review disputes independently and may be able to assist further.

If you need help with submitting the complaint or if you receive a response and are unsure how to proceed, feel free to contact me at samuel.s@casino.guru.

I’m sorry I could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru