I feel like every time I ask about getting paid out lucky red is very vague and once i finally feel like its gonna happen I am then told pay out is not available but not told when it will be. Only that there's now no agents available to payout. I have played with many platforms and for many years and have always been informed if I am able to redeem the specifics on cash out rules and times etc. I feel like y'all are giving me vague responses and slow ones as well in hopes that I will gamble it back before one of your agents actually becomes available. I think this is an issue that needs to be known to all new players before making cash deposits because had I known ahead of time I would have not taken a chance and stayed with everyone else who deposits my winnings almost immediately, but for sure always the same day. The google reviews are misleading.
Thanks for sharing!
The payout is not available, huh? Can you perhaps try another payment option? Could it be a solution?
I'm sorry for all those questions, but I feel it is somehow strange to say, "Sorry, you can't withdraw now" without any decent suggestions or a good explanation...
When did this start, please?
Very shady! After my documents were approved for deposit I lost my first winnings because I selected a bonus: my second winnings are being denied and now investigating due to my refusal to give my security code, and the first time on a site I am charged $25 if I get my winnings. NEVER will I use this site again.
It is always best to cooperate with the casino in order to pass the verification process, and we give this advice to every player. Only with full cooperation can you avoid any issues and have your withdrawal not be refused by the casino. Have you read anything about the $25 fee in the casino terms and conditions, perhaps? Do you know exactly what kind of fee it is?🤔
I hope that our team will be able to assist you with this issue. I have read your complaint, and they are already working on it, so hopefully soon there will be some kind of solution to it. We will surely wait for any updates.
I just read the email.
The very first sentence was not true. No one has reached out to me except this company.
As far as the $25 they are taking because they can, I could care less.
I am federally protected from fraud though a bank who issues the security code for my protection and privacy. That’s why they have that in place.
I was validated before I deposited, so if I won everything would be in place. I sent the required documents and told I was now validated and I made my deposit.
I want the winnings that is owed to me. That’s not asking too much.
It’s no way that I am giving anyone complete access to my banking information. The IRS is the only one who can demand that. I have to sign a document giving permission for anyone access to my account. That’s a federal law. I have ask the bank and my attorney and both told me do not give that information because it is not required for a payout. No one demands that for a payment owed.
This back and forth has gone on long enough. I am not going to continue the same conversation over and over. I just want what is owed to me. This investigation should have been over Friday when the department saw I have provided the documents, was validated Thursday night made a deposit and then refused to pay me due to a security code. I have to call them because they have yet to email me the refusal due to my security code. I communicate through email so that I can show documentation of everything that is being done: I am owed the winnings and will do whatever necessary to get them. Hopefully this department can resolve this.
This is absolutely ridiculous and unacceptable.
In this case, our complaint team will surely do their best, as always, to find out what can be done here. They are already working on your case together with many other complaints, so just try to be patient, and surely you will have some response from them as soon as possible.
The casino reached out to me and now my security code isn’t needed. This proves that I have been given false information. Now I have to have the money wired to my bank when they could just deposit the money on my bank card since I have suddenly been completely verified. This could have been handled a week ago and I would have had the money owed to me. Now I have to have it wired: this is so frustrating and unacceptable. I would appreciate if you could please have them deposit the money back to my card.
Unfortunately, we cannot intervene in this kind of decision, as it is only up to the casino to decide which payment method they will use. I just hope you will get your money soon. Please let us know whenever you have any updates.
I appreciate anything that you have done on my behalf. I apologize for being so sharp answering but I have never had to go through anything like this. Thank you for staying in touch with me.
It's okay, I understand if a player finds himself in such a situation for the first time so he is not sure of anything and doesn't know what to do. That's why our team will try to help you if we can and I want to believe that you will see your money as soon as possible.
If any new news comes in, be sure to let me know.
Yeah I did not email look what I have casino guru useless waste of time don’t believe this all games not to help you or your situation by the scammer online casino 
I saw you didn't send Kristina what she needed. She wanted a full game history, so if you sent her something else, and that's what you sent here, she said it wasn't enough. It was a crucial proof so we could move on and help you, but unfortunately, it didn't work out the best.
I'm sorry.
Denied $5,500 Legitimate Withdrawal After Full Compliance
I completed an 11,000 playthrough on my bonus, won legitimately, and requested a $5,500 cash-out. Three days later, I was denied—not for any gameplay issue, but because I use a TextNow number for privacy reasons. A number I've used for years. A number that works perfectly fine.
I provided everything they asked for:
Three phone numbers
Three selfies
Phone account screenshot showing my name
Copies of the cards used to deposit
Bank statements
I am an 80-year-old retired fire lieutenant living on a fixed income. I played by their rules. I won fair and square. I verified my identity beyond any reasonable standard.
Their response? A $75 refund and a closed case—without allowing me to respond or appeal.
Let me be clear: this wasn't fraud prevention. This was a company that didn't want to pay out a legitimate winner. They took my deposits happily. They only found "issues" when it was time to pay.
I have documentation of every interaction, every submission, and every denial. I am prepared to escalate this to the appropriate gaming commission, consumer protection agencies, and legal counsel if necessary.
To anyone considering this platform: they will take your money. They will not pay your winnings. I learned this the hard way.
Emma in customer service—I hope this review finds you well.
Hello,
I imagine how this must have felt.
How about you escalate this situation through our free-of-charge feature? You see, we are ready to investigate such a situation in cooperation with players and then mediate the fair outcome.
If you like the idea, feel free to start right here, please:
https://casino.guru/complaints/create 👈
Let me know if I can help you further, perhaps with the request process. I'll gladly get back to you if needed.
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Una plataforma creada para mostrar el trabajo que llevamos a cabo para hacer realidad una industria del juego online más transparente y segura.
Un proyecto ambicioso cuyo objetivo es celebrar el trabajo de las empresas más responsables del mundo del iGaming y ofrecerles el reconocimiento que merecen.
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