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Subject: Unjustified withholding of earnings, payment delays, and technical support evasions.

Problem description:

Hello Casino Guru team. I am filing this formal complaint against the casino due to the unjustified withholding of my winnings in the amount of MX$3,300.00

I have meticulously followed all the platform's guidelines: I passed the Responsible Gaming review and submitted the requested verification documentation, including a complete bank statement in PDF format, which has already been accepted by the casino. Despite successfully completing the KYC process, the funds have still not been released.

Today, after monitoring my withdrawal request, live support (agent "MQ") attempted to evade responsibility by falsely claiming that I had canceled my own withdrawal from my account, advising me to initiate a new request and sending me back to the end of the queue. I categorically deny having canceled such a transaction.

I have now submitted a new withdrawal request, which is currently listed as "Pending" in your system. I demand that the casino immediately and manually process my legitimate winnings, as there is no valid technical or administrative justification for these continued delays.

I request Casino Guru's intervention to audit this operator's unethical practices and mediate the release of my funds. I am fully available to provide screenshots of the chat and document confirmation emails.

Asunto: Retención injustificada de ganancias, retraso en el pago y evasivas del soporte técnico.

Descripción del problema:

Hola al equipo de Casino Guru. Presento esta queja formal en contra del casino debido a la retención injustificada de mis ganancias por la cantidad de MX$ 3,300.00

He cumplido minuciosamente con todas las directrices de la plataforma: pasé la revisión de Juego Responsable y envié la documentación de verificación solicitada, incluyendo el estado de cuenta bancario completo en formato PDF, el cual ya fue aceptado por el casino. A pesar de haber concluido exitosamente el proceso de KYC, los fondos siguen sin ser liberados.

El día de hoy, tras monitorear mi solicitud de retiro, el soporte en vivo (agente "MQ") intentó evadir la responsabilidad afirmando falsamente que yo había cancelado mi propio retiro desde mi cuenta, aconsejándome iniciar una nueva solicitud para enviarme de vuelta al final de la fila de espera. Niego rotundamente haber cancelado dicha transacción.

En este momento, he colocado una nueva solicitud de retiro que aparece como "Pendiente" en su sistema. Exijo que el casino procese de forma inmediata y manual mis ganancias legítimas, ya que no existe ningún argumento técnico ni administrativo válido para continuar con estos retrasos.

Solicito la intervención de Casino Guru para auditar las malas prácticas de este operador y mediar en la liberación de mi dinero. Quedo a su entera disposición para proveer las capturas de pantalla del chat y de los correos de confirmación de documentos.

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 that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Juan2025ira,

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