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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.

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Dear Utbmitchy,

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

Hi. The casino emailed me to say that they believe I have had an account her before and they chose to close the account due to this. This is not true I haven’t had an account here before. They emailed me to send many documents for verification so I could withdraw the funds which I have done on numerous occasions and then the withdrawal was allowed to be requested. Now I have checked and they have refunded my deposit instead of paying out my winnings. I was verified before winning the money and I signed up with all of my details so I’m not sure how they allowed me to wager thousands if they think it’s a duplicate account (which it isn’t) I have asked them to provide me some proof of the other account but they won’t.

They have now voided all winnings. Not paid my withdrawal of £860 and said I can have 80% of my £100 deposit back. This is ridiculous. I verified my account before playing. Lost a £60 deposit. Went again with a £100 deposit. Played slots and sports betting for over 24 hours and won £2500. Ended up finishing on £860 am when I tried to withdraw then it became an issue. They have personal information of mine that they refuse to share to prove their point. Criminals

They have given me my last deposit - 20% back which is disgraceful. Iv never had an account here before and I verified before even depositing. They owe me £800

Dear Utbmitchy,

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.

Hi. No they just closed my account with a generic pre written email listing their terms and conditions. I asked them if they could provide me with proof but they said they are unable due to regulations

Still waiting for casino guru to respond. They closed my account and took the winnings despite me verifying befor depositing

Dear Utbmitchy, 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

Hi. No bonuses were used. I won on mostly sports betting. All funds were real. Verification was passed before depositing. I will email what I have from them

Dear Utbmitchy, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hi. I never had a successful withdrawal they just returned my last deposit - 20%

they closed my account and no further communication

Dear Utbmitchy,

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, Lala, jean.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 Utbmitchy,

My name is Lala 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 MyStake 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,

Lala

for GDPR I am requesting ALL information you hold for me to prove i have ever had 2 accounts before. This is in your privacy policy. I am requesting a SARS

Hello,

Our system instantly blocked the player's account since he had many accounts that belonged to a group of accounts associated with gambling addicts.

We will send detailed information via email.

Kind regards

The system didn’t instantly block it as it allowed numerous deposits. Hours of betting on sports and casinos. Thousands wagered in spins on slots. You only made this an issue when I tried to withdraw my winnings.

Dear Utbmitchy,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence sent by the casino clearly indicates that your account is linked to multiple other accounts. Additionally, your deposit has been refunded back to you.

Creating multiple accounts is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages. For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts.

I understand this is not the outcome you were hoping for, but the evidence is indisputable. Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance.

Best Regards,

Lala