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Today I received money for Member's Day and I won. When I tried to withdraw the money, they rejected me, saying that my subordinates didn't meet the requirements, which is to invite someone. But I didn't invite anyone, and it's not the first time they've done this to me. They should just shut it down; they're robbing people, and they tell me that no customer service department can do anything about it.

Hoy me dieron dinero por el día del miembro y gané cuando retire el dinero me rechazaron diciendo que mis subordinados no cumplieron los requisitos que es cuando invita a una persona pero no invite a nadie y no es la primera vez que me hacen eso deberían de cerrarlo nomás están robando a la gente y me dicen que no pueden hacer nada ningún departamento en servicio al cliente.

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Dear Miser,

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 Miser,

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.

I haven't received anything from the last three withdrawals I made. It says that, according to the subordinates, they didn't fulfill the requirements. But that's for referrals, and I didn't earn anything from that. The app gives you money daily, monthly, or weekly, and that's how I earned.

No me han dado nada de los últimos 3 retiros que hice me aparece que según los subordinados no cumplieron Pero eso es de invitados y yo no gane con eso la aplicación le da a uno dinero diario o cada mes o por semana y así gane

Dear Miser, 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, good day. Yes, I have made withdrawals before. I was playing slots, I couldn't complete KYC verification, and I made the winnings with money that the platform provides, which can be withdrawn.

Hola buen día si e echo retiros anteriormente, estaba jugando slots, no pude verificación kyc y las ganancias las hice con dinero que da la plataforma que se puede retirar

Dear Miser,

Thank you for your reply.

To better understand your situation, could you please clarify whether you have fully completed all wagering requirements or any other conditions related to the bonus or promotion you used?

Additionally, could you please send me a link to the specific bonus or promotion you participated in, or alternatively provide screenshots of its terms and conditions? This will help us review whether the casino’s actions were in line with the stated rules.

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

Karla

It only asked me to play *3 or *5 with the bonus or money they gave me, and that's what I did.

Solo me pedía que tenía que jugar *3 o *5 el bono o dinero que me dieron y eso hice

Dear Miser,

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,Barborka, barbora.p@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 Miser,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

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.

I have tried to contact the casino repeatedly but unfortunately without success. I'm afraid there is not much that can be achieved without cooperation from their side.

As there is no response from the casino, we are unable to proceed with the resolution of this complaint.

Therefore, I will now mark this complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the casino’s rating caused by unresolved complaints may help encourage the casino to change its approach in the future.

If the casino decides to respond at any point, we will reopen the complaint and you will be notified immediately by email.

For future reference, I strongly recommend choosing casinos based on their reviews and ratings to help avoid similar situations.

I am truly sorry that we could not be of more help on this occasion.

Best regards,

Barbora