Art Casino - El jugador afirma que el pago se ha retrasado.

I deposited more than 450 EUR in this casino. After losing my balance, I requested a small bonus and received 11 EUR. I played with both real money and bonus money. Later, I requested two withdrawals: one of 1,000 EUR and another of 300 EUR. Part of the withdrawal was later cancelled and additional funds were removed from my balance without my consent. The total disputed amount is 1,300 EUR. Both withdrawals were initially approved, but the casino has not paid the remaining amount. I contacted customer support, but I did not receive a clear or satisfactory explanation. Due to upload limitations, I could attach only one screenshot. I can provide additional evidence upon request. I believe this is unfair treatment and request Casino Guru’s assistance to resolve this issue and receive my rightful funds.

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 Stavrosch1,

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 Stavrosch1,

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.

Hello, My withdrawals were already approved by the casino, but I have not received any payment yet. My account is fully verified and I have provided all requested documents. Additionally, the casino removed funds from my account without a clear explanation. I am still waiting to receive my approved withdrawals totaling €1,300. Please let me know if you need any further information from me. I am ready to cooperate fully. Thank you for your assistance.

Dear Stavrosch1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Stavrosch1,

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.

Hello Karla,

Thank you for your response and for looking into my case.

I would like to clarify the following:

• I have not made any successful withdrawals from this casino before.

• My winnings were accumulated after playing casino games with both real money and a small bonus.

• I did not place any sports bets, only casino games.

I am attaching screenshots showing that my withdrawal requests were received and confirmed by the casino. Despite this, I have still not received any payment, and funds were removed from my account without a clear explanation.

I fully cooperated with verification and provided all requested documents. Therefore, I kindly ask for your assistance in contacting the casino and helping resolve this situation, as I believe the delay and fund removal are unfair.

Please let me know if any further information or documents are needed from my side.

Thank you very much for your help.

Kind regards,

Stavros

Dear Stavrosch1, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla