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I deposited many times into this casino my account is fully verified I deposited and wagered my balance x5 I won £3360 euros I am trying to withdraw 500 euros live support is stating I was sent an email regarding proof of cards I have not received any email from them the last two cards are old cards which I lost the new card which is related to the same account which I’ve deposited with I have shown them as proof I have also shown them proof that the two old cards were stopped and replaced by my bank account. I have sent them all the documentation they have asked for but I am not receiving any response back from them live support is saying there must be an issue with my email address but I am receiving all the promotional emails from them and emails from my personal manager. Before I deposited I asked live support is my account fully verified for withdrawals they states yes which I also have proof of in my email address r******************[email protected] could you please help me resolve this issue please.

Dear Mohammed97,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The disputed ammount is 5300 euros in my balance their website specifically says it takes 24 hours to compete verification I have not received any request from the finance department requesting anything. I have emailed them and sent all proof of everything they are not responding I have never experienced this before. Also they are not responding to my emails when I send them documentation to for kyc so i can successfully withdraw. Another point I would like to add is the casino live support team are stating that they sent me an email on the 6/6/2025 requesting documentation of my cards however I have not received any correspondence from them only promotion email and emails from my personal manager. Therefore it’s not only a withdrawal issue it’s also an issue of me not being able to complete kyc verification properly.

Casino guru please help the live support is stating their kyc team sent me an email regarding verification on the 6/6/2025 I have not received any email I have sent their kyc team an email with all documents they did not respond I now contacted live support they stated I was sent another email today which i have not received either I’m starting to feel like they aren’t allowing me complete verification of my cards to allow me to withdraw my funds I am now feeling like this casino has scammed me.

My balance is now 16000 euros and I’m still waiting for verification

My balance in now 21000 I’m still waiting for verification so I can withdraw my funds casino guru can you please open my case and help my with my withdrawals and also kyc verification for my cards.

My balance is now 23000 I hope this is sorted soon .

I have sent the kyc team proof of the 3 cards they are asking for. The oldest card I no longer have but Is from the same bank account as the 2 cards in question. However I have sent them the official document from my bank stating the card was lost and replaced by them I have also sent them a bank statement of all the transactions of deposits I have made into the casino however they are still sending me the same generic email that they want a document from the Bank with the first 4 and last 6 digits along with the expiry date I have been into the bank today they bank informed me they do not provide such documents however I have sent them a bank statement proving all deposits made into the casino along with the message and official email that the card was replaced casino guru please help I have proved and sent them everything.

Dear Mohammed97, please allow me to ask you a few questions, so I can understand the whole situation completely.

What specific documents have you submitted so far, and what additional documentation are they requesting?

Can you share evidence that you’ve reached out to them about not receiving their emails, including dates and content?

Do you have official confirmation from your bank that the old cards were reported lost and replaced?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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.

They have asked for proof of 3 cards I used I verified 2 one I lost I am fully kyc registered it’s only my card which I lost they are asking for a document from the bank proving the card in question belonged to me the first four and last 6 digits along with expiry I have just been to the bank now and they have given me this document I have sent it to kyc and I am awaiting a response.

Okay update my mistake the bank made a type error and incorrectly input the wrong last 4 digits my mistake on this occasion I have now been into the bank and they have corrected this for me I have now sent the correct document to the kyc team and I am waiting a response i will keep everyone updated

Casino guru can you update my disputed ammount to available to withdraw to £23123 euros please.

Okay casino guru you need to take action now after I submitted the right document they wanted they have canceled my withdrawal and taken off bank transfer from my account claiming there is a technical error this is unnacceptable

Casino guru you need to fully open my complaint and get a resolution to what they are doing because this is unacceptable this has gone beyond giving 14 days to intervene I’ve shown all evidence of kyc now look what’s happening. Casino guru you need to open my complaint and ask the casino what is going on I’ve provided all documents and evidence for kyc and look what is happening If this isn’t resolved and I don’t receive my withdrawal this Is legit and reason to blacklist the casino and fully take away their rating.

I have an update I have received confirmation my account is now fully verified by the kyc team and I can now withdraw I have now processed a withdrawal I am waiting for it to go into my bank account this was yesterday around 10am I requested it but I am still waiting to receive my winnings if i receive my winnings In my bank account I will inform everyone

Dear Mohammed97, I kindly ask you to confirm the following:

Do you currently have any pending withdrawals? If yes, how many withdrawals are pending, and what are their amounts?

Have you received any further updates or confirmation from the casino since your withdrawal request was submitted yesterday?

Dear Mohammed97,

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