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This week I was playing alone on a slot machine and I deposited a total of $72,640 and I played for a whole week and when I made a withdrawal it no longer allowed me to do so. It says it's a game error for giving me winnings.

In addition to this, the support mocks and says that the profits are just an illusion.

Esta semana estuve jugando solo en una tragamonedas y deposite un total de $72'640 y jugué toda una semana y al retirar ya no me lo permitió, dice que es un error del juego por darme ganancias

Además de esto en el soporte se burla y dice que es solo ilusión las ganancias

Dear player,

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 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Nice to meet you Dominika:

In the evidence I sent it clearly says that the withdrawal was unsuccessful and my earnings were confiscated.

I contacted customer support and they told me that there was a deduction of winnings because according to the game it was abnormal for giving winnings, They also told me that those winnings were just fantasy and not real, also that my account had been suspended due to suspicions of money laundering, but my account is active, so you will realize that they are giving me many excuses and false accusations.

Un gusto Saludarte Dominika:

En las pruebas que envié claramente dice que la retirada fue fallida y me confiscaron las ganancias

Me puse en contacto con soporte atención al cliente y me dijeron que hubo una deducción de ganancias porque según el juego era anormal por dar ganancias, También me dijeron que solo era fantasía esas ganancias que no eran reales, también que mi cuenta había sido suspendida por sospechas de lavado de dinero, pero mi cuenta está activa, así que te darás cuenta que me están poniendo muchos pretextos y acusaciones falsas

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you received any explanation from the casino stating that your winnings were considered invalid or "just fantasy"?

Have you been officially notified by the casino about the suspension or any investigation regarding money laundering?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here. Send emails or chat transcripts to my email at dominika.l@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.

Nice to meet you again Dominika

I received no explanation as to why these earnings were just fantasy and not real.

Officially, they did not suspend my account, nor did they notify me of any investigation related to money laundering.... They simply confiscated the profits when I tried to make a withdrawal of $49,000.

The accumulated money was without bonus

I made deposits in one week a total of $72k

And I played it all

Then the game started paying me and almost gave me back everything

That casino only has one person in customer service and it was really sad how much he made fun of me because he even told me that he would seek professional help for players.

His explanation was also that the money was withdrawn by the game manufacturer and there was no way to reverse it.

There were many excuses he gave me for not paying me.

Sadly, I see that it was a robbery and I feel that it is super difficult for him to pay me what I earned because I only received ridicule from that customer service person.

I will attach the screenshots of my deposits from just one week which were 72k

Also all your excuses for not paying me

Gusto saludarte nuevamente Dominika

No recibí ninguna explicación de porque eran solo fantasía y que no eran reales esas ganancias.

Oficialmente No me suspendieron la cuenta, tampoco me notificaron de alguna investigación relacionada con el lavado de dinero.... Simplemente confiscaron las ganancias al intentar hacer un retiro por $49.000

El dinero acumulado fue Sin Bono

Yo realice depositos en una semana un total de $72k

Y todo lo jugué todo

Entonces el juego empezó a pagarme y casi me devolvió todo

Ese casino solo tiene a una persona en atención al cliente y de verdad fue muy triste todo lo que se burlaba porque hasta me dijo que buscará ayuda profesional para jugadores

También su explicación fue que el dinero lo retiro el fabricante del juego y no había forma de revertirlo

Fueron muchas excusas las que me dio para no pagarme

Tristemente veo que fue un Robo y siento que es súper difícil que me pague lo ganado porque solo recibí burlas de esa persona de atención al cliente

Adjuntaré las capturas de mis depósitos de solo una semana que fueron 72k

También todas sus excusas para no pagarme

Dear player, how much money was actually refunded to you?

Were the winnings that were later voided connected to a single specific deposit, or were they accumulated over several deposits?

Can you please confirm the exact amount of winnings that were confiscated or labeled as invalid?

Do you currently have access to your casino account, or has it been suspended or blocked in any way?

Have you received any new updates from the casino since your last communication with their support?

Nice to meet you again Dominika

- In the conversations they talk about giving me a refund but they really didn't refund me anything $0

Everything was confiscated.

- The winnings accumulated over several deposits because I never switched games, deposits totaling $72,640

- Total amount of confiscated earnings: $60,105

- Currently I do have access to my account.

- I haven't received any updates from the casino.

Un gusto saludarte nuevamente Dominika

- En las conversaciones se habla de hacerme un reembolso pero realmente no me reembolsaron Nada $0

Todo fue confiscado.

- Las ganancias se acumularon en varios depósitos porque nunca cambie de juego, depósitos por un total de $72,640

- Cantidad total de Ganancias confiscadas: $60,105

- Actualmente Si tengo acceso a mi cuenta.

- No eh recibido ninguna actualización del casino.

Dear player, could you please request your game history from the casino in Excel format? Once you have it, kindly forward it to my email: dominika.l@casino.guru. This will help us better understand the case and support you further.

Hello Dominika,

I have spoken again regarding the case with the casino, and now they have changed the reason for what was confiscated. They say that all my bets were valid, but now they are defending themselves by saying that I played with illegal betting methods.

Hola Dominika,

Eh hablado nuevamente en relación al caso con el casino, y ahora me cambiaron el motivo de lo que se confiscó, se dice que todas mis apuestas fueron válidas pero ahora se defienden diciendo que jugué con métodos de apuestas ilegales

Please be aware that the casino gives me different reasons for not paying me.

First they said that the manufacturer was the one who withdrew the profits because there was an error in the game.

They later said it was related to money laundering.

And now they say I used illegal betting methods

Please do not reject my complaint due to lack of evidence.

I send screenshots of all my valid bets.

Porfavor les pido que se den cuenta que el casino me da diferentes razones para no pagarme.

Primero dijeron que el fabricante fue quien retiro las ganancias por qué hubo un error en el juego.

Después dijeron que estaba relacionada al lavado de dinero

Y ahora dicen que use métodos de apuestas ilegales

Porfavor les pido no me rechacen la queja por falta de pruebas.

Envío capturas de todas mis apuestas válidas.

I want to clarify that indeed all my bets are valid, only the total is not marked as valid due to lack of updating, that's what the agent told me, but indeed all are valid

Quiero aclarar que efectivamente todas mis apuestas son válidas, solo que no se marca el total como válido por falta de actualización, eso me comentó el agente , pero efectivamente todas son válidas

It's obvious that the casino doesn't want to pay me, because they are always giving me different reasons why they confiscated the winnings.

Es evidentemente que el casino no quiere pagarme, porque siempre me está dando razones diferentes del porque confiscaron las ganancias

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you juanitoalag90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WJBet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dominika, Peter:

I greatly appreciate your support and attention in clarifying the situation.

I am fully willing to accept the situation if I committed any fault, but I only ask that the casino give me a fair reason as to why the winnings were confiscated, because until now I have received different responses and false accusations from the casino 😢

Dominika, Peter:

Agradezco mucho su apoyo y atención para aclarar la situación.

Yo estoy en la mayor disposición de aceptar la situación si cometí alguna falta, pero solo pido que me dé el casino una razón justa del porque se confiscaron las ganancias, porque hasta ahorita e recibido diferentes respuestas y acusaciones falsas por parte del casino 😢

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter