Tom Casino - Pelaajien kotiutuspyynnöt ovat viivästyneet.

Hello,

I want to file a complaint against TomCasino.

Case details:

Casino: TomCasino

Total balance: 3,962 USD

I haven't used any active bonuses.

The balance comes from real money earned playing roulette and slots.

The deposits were made with my own funds.

I sent my verification documents (identity document and selfie)

Problem:

I have requested withdrawals on several occasions.

The first and second withdrawal attempts were cancelled or failed without a clear explanation.

Later, the casino indicated that withdrawals, which were originally processed within 24 hours, would now take up to 7 business days due to a "provider review".

At the moment:

My funds have not been paid

The status of the withdrawals remains under verification or pending

Support only provides generic answers, without a clear payment date.

I am not receiving a concrete solution or transparent information about the delay.

I believe the casino is delaying payment without a clear justification.

Summary:

Total amount: $3,962

Several failed or cancelled withdrawal attempts

Change of payment terms (from 24 hours to 7 business days)

No clear explanation from support

Without using bonds

I only play with real money.

I request Casino Guru's assistance to have the casino process my withdrawal and resolve this situation.

I can provide screenshots of:

Account balance

Withdrawal history

Conversations with support

Emails received

Documentation sent for verification

Hola,

Quiero presentar una reclamación contra el casino TomCasino.

Detalles del caso:

Casino: TomCasino

Saldo total: 3.962 USD

No he utilizado ningún bono activo

El saldo proviene de dinero real jugando a ruleta y slots

Los depósitos se realizaron con mis propios fondos

Envié mi documentación de verificación (documento de identidad y selfie)

Problema:

He solicitado retiradas en varias ocasiones.

El primer y segundo intento de retirada fueron cancelados o fallaron sin una explicación clara.

Posteriormente, el casino indicó que las retiradas, que originalmente se procesaban en 24 horas, ahora tardarían hasta 7 días hábiles debido a una "revisión del proveedor".

Actualmente:

Mis fondos no han sido pagados

El estado de las retiradas permanece en verificación o pendiente

El soporte solo proporciona respuestas genéricas, sin una fecha clara de pago

No recibo una solución concreta ni información transparente sobre el retraso

Considero que el casino está retrasando el pago sin una justificación clara.

Resumen:

Cantidad total: 3.962 USD

Varios intentos de retirada fallidos o cancelados

Cambio de condiciones de pago (de 24 horas a 7 días hábiles)

Sin explicación clara por parte del soporte

Sin uso de bonos

Juego únicamente con dinero real

Solicito la ayuda de Casino Guru para que el casino procese mi retirada y se resuelva esta situación.

Puedo aportar capturas de:

Saldo de la cuenta

Historial de retiradas

Conversaciones con soporte

Correos electrónicos recibidos

Documentación enviada para verificación

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.

Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

If there are any adverse developments, please share with me your communication with support on the topic. My email is tomas@casino.guru

Thank you in advance for your patience and understanding.

Best regards,

Tomas

I don't have access to the account. They sent me an email apologizing and offering a bonus, which I don't understand since I don't have the account. Basically, they didn't want to pay out on the winnings I made with €60. Since I'm not going to get my money back, I hope this exposes who they are and prevents other people from falling for this casino.

No tengo acceso a la cuenta. Me mandaron un mail con disculpas y un bono, cosa que no entiendo ya que no tengo la cuenta. Básicamente no querían pagar por las ganancias que hice con 60€. Ya que no voy a recuperar mi dinero, espero que se vea quíenes son y que otras personas no caigan en este casino.

Dear gasol,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you very much in advance!

Muchas gracias de antemano!

Hello there,

Thank you gasol for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Tom Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and why the player's account was blocked.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gasol,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter