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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 Yasin38,

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

Dear Yasin38,

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.

Dear Yasin38,

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.

Dear Yasin38, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Yasin38,

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.

Dear Yasin38,

Thank you very much for your detailed response.

You mentioned that you had sent me your communication with the casino. However, I have carefully checked my inbox and, unfortunately, I was unable to locate any email from you.

Could you please let me know which email address you used to send the documents? If possible, please also provide any proof that the email was sent (for example, a screenshot of your Sent folder). Alternatively, you can simply resend the documents to karla.m@casino.guru.

Thank you very much for your cooperation. I look forward to your reply.

Karla

Dear Yasin38,

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is karla.m@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Karla M.

Dear Yasin38,

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.