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6th August 2025 when payments were withdrawn.

Sent bank statement as requested by them to show proof of payments on 19th August . The total of payments received were 8 totalling £800. But should be 9 payments in total . Missing £100 still. They gave me a transaction reference of a payment already made , I then went back with an email to them with all transaction references on my bank statement and asked them to provide me with the last transaction reference missing but they are now replying with a holding email which is delaying it even more. They cannot give me a straight answer. I have more screen shots if required. I was limited how many to attach to this form

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal from the casino.

To assist you better with this issue, could you please provide us with the following details?

• Did you use the same payment method to request all withdrawals?
• Do I understand correctly that all payments were requested on the same day?
• Could you please post screenshots of your withdrawal history here? (The last nine payments should be visible.)

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Harrit657,

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,
Kristina
Casino.Guru