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I've been waiting for over 10 days for my winnings! The site blocked my account, claiming I'm addicted to gambling, which isn't true! And then they said my account would be blocked for 7 days. The deadline has expired, and I've been waiting for 3 days for it to be reopened, and nothing has happened! I want my winnings paid out!

Ich warte seit über 10 Tagen auf meine Gewinn !! Die Seite hat mein Konto gesperrt mit dem Vorwand auf spielsucht was nicht stimmt !! Und dann wurde 7 Tage angegeben mein Konto zu auf gesperrt zu setzten. Die Frist ist abgelaufen und warte seit 3 Tagen auf eine wiederöffnung ohne das was passiert !! Ich möchte mein Gewinn ausgezahlt bekommen!

Dear senougarak85,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with your account and the delayed payout.

In order for us to better understand your case and contact the casino with the necessary details, could you please clarify the following:

• Did you ever mention any gambling-related problems or request help from the casino in the past?
• Have you contacted the casino after the 7-day blocking period expired? If so, what was their response?

We already have the communication between you and the casino, but if you have any additional relevant information or screenshots, you may also forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Casino.Guru

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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.

Hello,

According to our log, the player received their winnings on 31.07.2025 15:27:35 (UTC)

Dear senougarak85, can you please confirm?

Regards

Dear senougarak85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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

Dear senougarak85,

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,

Petronela