HypeKasino Casino - El retiro del jugador se retrasó y no recibió el bono.

the casino never provided me the bonus listed on casino guru, they kept saying they will let me know as soon as they have infomartion from there team been 2 days, and when i applied for a withdrawal , they delayed it for 24 hours and then asked for kyc , when i sumbitted my genuine documents they rejected them without any valid reason? i need my money back.

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 ddum,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you currently have $40 (dispute value) in your casino account?
• Have you made any successful withdrawals from your account previously?
• >Which documents have you already submitted? Has the casino indicated any issues with approving any specific documents?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

yes the amount is 40$ its in pending withdrawal

no i have not made a withdrawal before

they have now verified me after asking a few questions

Thank you for your reply, ddum. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear ddum,

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