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good evening

The casino claims to be having problems with their payment methods. I've been trying to withdraw my funds via skrill and neteller for 5 days and nothing. Always excuses, the live support is slow and always blames the financial department for the strange errors that happen when I try to withdraw. Please help, I think this casino is trying to scam me. Their support email doesn't exist either.

boa noite

O casino afirma estar com problemas nos seus métodos de pagamento. Faz 5 dias que tento sacar os meus fundos via skrill e neteller e nada. Sempre desculpas, o live suporte é lento e culpa sempre o departamento financeiro pelos erros estranhos que acontecem quando tento fazer saque. Por favor ajudem, penso que este casino me quer burlar. O email de suporte deles também não existe.

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Dear viriatoo17,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

To better assist you, could you please provide more information by answering the following questions?

• What specific issues or error messages are you encountering when trying to withdraw your funds?
• Have you made any successful withdrawal before? If so, which payment method did you use?
• Has your account been successfully verified please?

Thank you in advance for your patience and understanding.

Best regards

Petra

the ones i showed on the screenshots. Denied Payment, Refused. Over and Over

i deposited via skrill. i wish to withdraw through the same or neteller.

MY account is fully verified. Live support keeps delaying saying financial department is fixing it. It's been 5 days. they are clearly trying to scam me. Please do help

Thank you for your reply. To clarify, have you made any successful withdrawals before? If so, which payment method did you use?

Have you tried contacting the Casino regarding this issue? Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

no i haven't they all failed. over and over, i tried skrill, neteller, mastercard, nothing works. They keep delaying over and over saying its not up to them. Yes everyday i go to their live support chat. Ok im sending via email.

thank you, please do help me out i need to get my funds.

Dear viriatoo17

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,

Petra

Hello viriatoo17,

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.

Best regards,

Barbora

They are saying my withdraws are in "queue" but taking forever to approve them. Saying it depends on their software? this was the biggest excuse i have ever got from a betting website. Please pressure them o pay me

Hello,

Thank you for the update and for letting me know about the casino’s latest response. I fully understand how frustrating these delays can be, especially when the explanations you’re receiving don’t seem convincing.

At the moment, the casino has unfortunately not replied to my outreach yet. I will continue to contact them and do everything I can to receive an official explanation regarding the status of your withdrawals. As soon as I hear from them, I will update this thread immediately.

In the meantime, please keep me informed of any further communication you receive from the casino or if anything changes on your side.

Thank you for your patience

well they keep saying the "financial department" is fixing it, but since the 6th of november i can't withdraw. I have 2 pendings payments that never returned to my account they just say failed. now they even telling me its their software that is delaying all of this, sounds like a bunch of excuses. Please help me out i need my funds badly

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,

To ensure we are contacting the correct company, could you please confirm the exact website/page where you are currently communicating with their live support? It appears the casino may have recently undergone a rebranding, and it’s important for us to verify that we are reaching out to the right entity.

A screenshot of the live chat page (with the URL visible) would also be very helpful, if possible.

Thank you for your cooperation.

they are communicating, but still delaying everything. yes they rebranded now they are called winhugo

Hello,

Thank you for the clarification. Since the casino has recently rebranded to Winhugo, I will extend the timer to allow additional time for proper communication.

In the meantime, I will reach out to the casino again outside of this thread using all available contact channels to ensure we are communicating with the correct team.

I will update you here as soon as I receive any response.

Thank you for your patience.

they keep taking forever, even told me its "our AI software that decides the withdraw queue" this is just ridiculous. they rebranded but they take forever to do the payments, always delaying and excusing.

Hello,

I understand your frustration regarding the ongoing withdrawal delays. I am still waiting for an official response from the casino and have made further attempts to contact them through all available channels.

To give the casino one final opportunity to respond, I will extend the complaint timer by last 7 days.

Thank you for your patience.

Dear player,

I fully understand your frustration, and I’m truly sorry that this situation has been taking such a long time to resolve. I know how stressful it can be when withdrawals are repeatedly delayed, especially when the explanations provided by the casino feel unclear or inconsistent.

At this stage, we are still awaiting an official response from the casino. As we currently do not have a direct contact with them, our affiliates are in touch with the casino on our behalf and are actively trying to reach the appropriate department following their recent rebranding.

To give the casino one final opportunity to respond and provide a clear explanation regarding your pending withdrawals, I will need to extend the complaint timer by another 7 days.

Please rest assured that we are continuing to follow up on your case, and I will update this thread immediately once we receive any new information.

Thank you for your patience and understanding.

Dear viriatoo17,

I understand your frustration. At this time, the case is still not moving forward directly, but our affiliates are in contact with the casino’s affiliates due to the rebranding and lack of direct communication.

To give the casino one final chance to respond, I will extend the complaint timer by another 7 days. I will update this thread as soon as there is any news.

Thank you for your patience.

Dear viriatoo17,

I understand your frustration. As we are still awaiting an official response from the casino, I will extend the complaint timer by another 7 days to allow them additional time to respond.

I will update this thread as soon as there is any news.

Thank you for your patience.

Dear viriatoo17,

I’m truly sorry. I understand that this is not the outcome you were hoping for, and I know how frustrating it must be to face such prolonged delays with your withdrawals.

Unfortunately, despite repeated attempts, we have not received any official response from the casino. Due to the casino’s recent rebranding and the lack of direct communication channels, we have been trying to reach them through our affiliates, who are in contact with the casino’s affiliates. While we were informed that the case would be reviewed, there has been no meaningful progress or concrete resolution so far.

As we’ve now exhausted all available options on our side and the situation does not appear to be moving forward, we are unable to continue mediating this complaint effectively. For this reason, the complaint will be closed as unresolved.

In the meantime, I strongly recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint directly through the license badge displayed in the footer of the rebranded casino’s website (Winhugo). Regulators often have additional authority and tools that may help in situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in article on our website.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m genuinely sorry that we couldn’t provide a more favorable resolution in your case. Thank you for your patience and cooperation throughout this process, and I truly hope the matter can still be resolved through the regulatory route.

Kind regards,

Barbora, Casino Guru