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Made a deposit got a bonus but the bonus was cancelled by me, when I won almost immediately. I first made a withdrawal of 650 euros received as a response 2 days later, Dear Joakim

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount has been returned to your account.

You are kindly requested to provide the following documents, so that your account can be fully verified and your withdrawal can be completed:

PDF or physical copy of an official bank document stating your account information (account holder name, IBAN & Swift). got the withdrawal back into the account, sent the document on the bank statement strangely enough when I was already kyc approved at the casino. continued playing won more, then made a withdrawal of 1000 euros instead, but after 1 day I got a new answer that reads, We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of 965.1 EUR has been removed from your balance due to the breach of the following Terms & Conditions:

58.3.10 The maximum bet amount allowed to be placed with bonus money in Casino is 5 EUR (or the equivalent in other currencies) or 15% of the total bonus amount awarded (whichever comes first). Any game rounds or spins exceeding the maximum bet amount will not count towards the bonus wagering requirements and any potential winnings will be forfeited.

The amount of your deposit remains available. 

I didn't even have the bonus active when I played!! they scam me completely they say I bet higher than the allowed max bet, lol I didn't even have the bonus active from the very beginning when I won a 0.6€ bet of 1800€. damn scam casino ugh you're promoting this ****!

2 times you cancel my withdrawal and demand documents that were approved even though I was already kyc approved a long time ago.

cant even find information in the casino now about my history payment and play time so i can prove them wrong and print the info that i dident have a bonus active when i won money and after many many hours playing i started go live casino and sport betting and also won.

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 Jhydenz,

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 Jhydenz,

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 Jhydenz,

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,
Attila
Casino.Guru