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I made a deposit of 10 euros and received a bonus of 200 spins....from the spins I won about 480 euros which I managed to wager....after the wagering the amount of 4850 euros was added to my account. I continued playing and the amount reached 4150 where I also requested a withdrawal...my withdrawals were blocked....after I was asked to verify the account...after about 1 1/2 months and after I had uploaded all the documents requested, my account was verified and I requested three withdrawals on June 24, 25 and 26...yesterday I received an email that the casino will close and my account will be closed...indeed while I enter my account and see the withdrawals I have requested pending as well as the balance of my account I cannot play because I have been blocked. The casino doesn't seem to be closed so all of this seems like casino games to prevent them from processing my withdrawals. Please help and if there is any other way I can file a complaint with them.

Έκανα κατάθεση 10 ευρώ και έλαβα μπόνους 200 περιστροφές....από τις περιστροφές κέρδισα περίπου 480 ευρώ τα οποία κατάφερα να τζιραρω....μετά το τζιραρισμα προστέθηκε στον λογαριασμό μου το ποσό 4850 ευρώ. Συνέχιζα να παίζω και το ποσό έφτασε στα 4150 όπου ζήτησα και ανάληψη...οι αναλήψεις μου μπλοκαρίστηκαν....αφού μου ζητήθηκε επαλήθευση του λογαριασμού... μετά από 1 1/2 μήνα περίπου και αφού είχα ανεβάσει όλα τα έγγραφα που μου ζητήθηκαν ο λογαριασμός μου επαληθεύτηκε και ζήτησα τρεις αναλήψεις στις 24, 25 και 26 Ιουνίου...χθες έλαβα email ότι το καζίνο θα κλείσει και ο λογαριασμός μου θα κλείσει...όντως ενώ μπαίνω στον λογαριασμό μου και βλέπω τις αναλήψεις που έχω ζητήσει σε εκκρεμότητα καθώς και το υπόλοιπο του λογαριασμού μου δεν μπορώ να παίξω για έχω μπλοκαριστεί. Το καζίνο δεν φαίνεται να έχει κλείσει οπότε όλα αυτά μου φαίνονται παιχνίδια του καζίνο ώστε να μην προχωρήσει στις αναλήψεις μου. Παρακαλώ για την βοήθεια σας και αν υπάρχει άλλως τρόπος να τους κάνω καταγγελία.

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

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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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.

The problem is not only with the late payments but also with the fact that they have closed my account on the grounds that the casino will cease its operation. ..in addition to the withdrawals, I also have a balance in my account of 2640...in other words, a total of pending withdrawals and an account balance of 4150. I sent all the documents requested for identification, a month later my account was verified and two weeks after I requested the withdrawals they sent me an email that the casino will cease its operation and my account was closed. Doesn't all this sound suspicious to you? At least it does to me...

Το πρόβλημα δε είναι μόνο στις καθυστερημένες πληρωμές αλλά και στο ότι έχουν κλείσει τον λογαριασμό μου με την αιτιολογία ότι το καζίνο θα διακόψει την λειτουργία του. ..εκτός από τις αναλήψεις έχω και υπόλοιπο στον λογαριασμό μου 2640...σε σύνολο δηλαδή εκκρεμών αναλήψεων και υπόλοιπο λογαριασμού 4150. Έστειλα όσα έγγραφα μου ζητήθηκαν για την ταυτοποίηση, ένα μήνα μετά επαληθεύτηκε ο λογαριασμός μου και δύο εβδομάδες μετά που ζήτησα τις αναλήψεις μου έστειλαν mail ότι το καζίνο θα διακόψει την λειτουργία του και ο λογαριασμός μου έκλεισε. Όλα αυτά δεν σας ακούγονται ύποπτα? Εμένα πάντως ναι...

Dear player,

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.

Good evening...no, my withdrawals have not yet been processed and as I mentioned above, they have closed my account (I have no access at all) on the grounds that the casino will cease operations.

Καλησπέρα...όχι δεν έχουν διεκπαιρεωθει ακόμα οι αναλήψεις μου και όπως αναφέρω και παραπάνω έχουν κλείσει τον λογαριασμό μου (δεν έχω καθόλου πρόσβαση) με την αιτιολογία ότι το καζίνο θα σταματήσει την λειτουργία του.

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

Are you still able to access your account in any way, or has it been completely locked?

Also, do you have any new information or updates from the casino regarding the pending withdrawals?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Dear player,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.