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I asked for a transfer of 1000 euros, to date only excuses and they don't know how to pay.

Ho chiesto un trasfiremto fondi di 1000 euro ad oggi solo scuse e non sanno pagando.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

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.

I didn't play with bonuses

I never made any other withdrawals, also because it was the first time I played and I was very lucky.

My account does not require verification as specified by them

No ho giocato con bonus

Mai fatto altri prelievi anche perché era la prima volta che ho giocato ed ho avuta tanta fortuna.

Il mio account non richiede verifica come specificato da loro

Please forward me all the communication between you and the casino regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear thepassion1972,

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,
Veronika
Casino.Guru