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Hi, a few days ago I won 6 thousand euros with a tennis card with the money I had deposited. I went to request withdrawals and I have blocked withdrawals. They asked me for KYC verification. I sent it but still nothing. The support always asks me to wait and nothing is resolved. I need help. Thanks.

Salve io pochi giorni fa ho vinto 6 mila euro con una schedina del tennis con i soldi che avevo depositato so andato a richiedere i prelievi e ho prelievi bloccati mi hanno chiesto la verifica kyc l ho inviata ma ancora niente il supporto mi chiede sempre di aspettare aspettare e niente si risolve ho bisogno di un aiuto grazie

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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.

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Dear Lollo12lollo,

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

Ok but I have some money blocked on the site and it is a significant amount and the withdrawals are blocked they told me that my account is under continuous review they promised me that within a certain number of hours it would be resolved and still nothing has been resolved… I hope you will help me thanks…

Ok ma ho dei soldi bloccati nel sito e si tratta di una somma consistente e i prelievi sono bloccati mi hanno detto che il mio account è sotto continua revisione mi promettono che entro una tot di ore veniva risolto e ancora non si è risolto niente…spero che mi aiuterete grazie …

Hi Karla, they still keep telling me that my account is under verification, even if several days have passed, they promised me that it would be resolved within 24 hours, but it is still under verification and my withdrawals are blocked.

Ciao karla ancora il mio account mi continuano a dire che è sotto verifica se sono passati vari giorni mi avevano promesso entro 24 ore si risolveva ma ancora è sotto verifica e ho i prelievi bloccati

Hi, I haven't received a reply and my account has been under review for over a week now.

Salve non ho ricevuta risposta e ho tutt ora il mio account under review da più di una settimana

I really need help because they are scammers and they stole my money

Ho veramente bisogno di una mano perché sono dei truffatori e si sono appropriati dei miei soldi

No one in this forum can help! They're just a scammer site.

Nessuno che anche in questo forum riesca ad aiutare ! Sono un sito di scammer e basta

Dear Lollo12lollo,

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.

Hi, no, I haven't received the money and my account has been under verification for more than two weeks without giving me any useful answers but only telling me to be patient. I have all the withdrawals blocked by the operator and they tell me in support that the documents are ok but it is still under verification without being able to do anything... I have all the money blocked in the account and no one can give me an answer regarding the KYC verification of my account, plus they have blocked my bets and are lowering my odds... thanks, I await an urgent response

Ciao no non ho ricevuto il denaro e il mio account risulta sotto verifica da più di due settimane senza darmi risposte utili ma solo dicendomi di pazientare ho tutti i prelievi bloccati dall operatore e mi dicono in assistenza che i documenti sono ok ma ancora è sotto verifica senza poter fare niente…ho tutti i soldi bloccati nel conto e nessuno riesce a darmi una risposta riguarda alla verifica kyc del mio account in più mi hanno bloccato le giocate e mi stanno abbassando le quote ..grazie attendo risposta urgentemente

Dear Lollo12lollo, 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?
• Could you please confirm that you have passed the KYC verification?
• 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 Lollo12lollo,

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,
Karla
Casino.Guru