Bitguruz Casino - El jugador cree que el reintegro se ha retrasado.

Hello, good day. I see that most of the complaints are about the same issue I'm experiencing. After making a deposit of 25 USD and winning, I can't withdraw my winnings because the game provider needs to review my bets. I'm wondering why they don't do the verification before we deposit? I understand they need to check information and other things, but they don't ask for anything when we deposit; the verifications only start when we withdraw. Please, I request a prompt resolution to my problem and that you allow me to make my withdrawal. Thank you.

Hola buen día, veo que la mayoría de las quejas es por lo mismo que me sucede a mi. Luego de haber hecho un deposito de 25usdt y haber ganado, no me deja retirar las ganancias debido a que el proveedor del juego debe revisar mis jugadas. Me pregunto porque la verificación no la hacen antes de que depositemos? Entiendo que deban checkear datos y otras cosas pero a la hora de los depósitos no solicitan nada, a la hora de los retiros comienzan las verificaciones. Por favor pido pronta resolución a mi problema y me permitan hacer mi retiro. Gracias

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 Rupi,

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

Since there are no restrictions on the time of deposit, I kindly request that you

- Removal of the "supplier verification" restriction

- Full access to withdrawals

- Please process my withdrawal without further delay

Thank you so much

Asi como no hay restricciones en el momento de despositar, solicito por favor

- Eliminación de la restricción de "verificación del proveedor"

- Acceso completo a los retiros

- Tramitación de mi retirada sin más demora

Muchas gracias

Dear Rupi,

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.

Dear Rupi,

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.