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I received free spins upon depositing, but I could cancel them. However, I was unable to play the game eligible for this free spin bonus due to an error. To withdraw, I had to either complete the free spins game and pay 40x the amount earned from the free spins, or forfeit the free spins bonus. Since I couldn't play the game due to an error on the casino's side, I wanted to forfeit the free spins bonus and withdraw my money. However, it seems there is an error in forfeiting the bonus. It's been 20 hours, and no matter how many times I inquire, they just tell me to wait a while, which is pointless. This is a scam to prevent me from withdrawing. I've lost a lot of money at this casino, so this kind of scam is outrageous. Please listen to my complaint. Thank you.

入金するとフリースピンがもらえますが、キャンセルすることも可能となっています。しかしこのフリースピンボーナス対象のゲームがエラーでゲームができません。出金する為にはフリースピンのゲームを完了してフリースピンで得た金額の４０倍を条件消化するか、フリースピンボーナスを破棄するかどちらかを選択しないといけませんが、そもそもカジノ側のエラーでゲームが出来ないのだから、このフリースピンボーナスの破棄をして出金したいのですが、破棄することも現在エラーらしく、もう20時間経過していますが、何度問い合わせても暫く待ってくださいばかりで、話になりません。これは出金させない為の詐欺です。このカジノでは沢山の金額を負けているのに、この様な手段での詐欺は非道すぎます。どうか訴えをお聞きください。お願いします。

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I am unable to withdraw funds. KYC and other procedures have been completed. I have made withdrawals and withdrawals in the past. Normally, funds are transferred to the withdrawal account within 24 hours of the withdrawal process, but I am unable to make this withdrawal process. This is why I believe it is a scam.

出金自体ができないのです。KYCなどは完了しています。過去に引き出し、出金もしています。通常は引き出し処理をしてから２４時間以内に出金口座に送金されますが、この出金手続き自体が出来ない状態なのです。なので詐欺だと思っています。

Dear chiichii,

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.

Dear chiichii,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru