The player from Bulgaria claimed he wasn't able to withdraw winnings. However, it had been clarified that the player was playing a demo game on an independent online casino database, not an actual casino. Thus, no real money deposits or withdrawals were possible. The complaint was rejected as the player's issue wasn't related to a specific casino.
GuruPlay Casino - Player believes that their withdrawal has been delayed.
Amount: €4,002
GuruPlay Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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1 year ago
Dear Dachev,
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
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11 months ago
Translation
I still haven't received my money in the gaming room.
Automatic translation:
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11 months ago
Thank you for your reply, Dachev. Please understand that you played a demo game on our website - casino.guru. We are an independent online casino database that acts as a mediator resolving players’ disputes. We are not a casino, we do not accept any deposits, or process withdrawals and we offer only demo versions of games for players to try for free, therefore you cannot play and win here. If there is anything else I could help you with, please do not hesitate to let me know.
Thank you for understanding.
