Imperial Wins Casino - La retirada del jugador se ha retrasado.

I have deposited over $25k over the last few weeks I hit a win $11250 and tried to withdraw I forgot to add that they made me a platinum VIP (who wouldn't) which means faster this and faster that (all B.S)

they asked for more documents to complete the withdrawal I was being promised my money was on its way (I have documented everything) they asked me for source of income documents again I provided them but it seems they weaponize the source of income trick to make players get frustrated and get abusive to then say your behaviour was bad Becareful everyone don't gamble here for your own sanity this place should be stripped of any licence period

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Imperial Wins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Which documents have you provided to verify the source of your funds?
• Could you please explain in your own words what the source of your funds is? (employment, investment, etc.)
• Could you please share with me your communication with the casino regarding the verification requirements and responses from the casino to your inquiries? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas

Ive shared with them a government document stating that I got a $90k windfall

I also sent them the registration papers and sale document of a car which I sold for $10k along with the advertisement I also sent them screenshots of winnings from another casino I will be sending you the rest to your email thanks for helping

I deposited roughly $25k over the past few weeks and also made a platinum VIP (B.S)hit a little win of $11250 I hit withdraw and the games started the VIP manager up to this stage was consistently contacting me throughout the day and night but soon as I hit withdraw she vanished so I started to go through live chat and getting mixed communication I was then told my withdrawal was approved by Dave the support person (refer to screenshot)

I then got an email saying congrats your withdrawal should land in your account soon (refer to screenshot) straight after I got that email I got another one saying to move forward with your withdrawal we are going to need proof of ownership of the account the money is going into a selfie of you holding your id and a bank statement (which is fair enough) so I sent those through to them I then got another email 3 days later saying your account is good to go your withdrawal is being processed then I get another email saying we need source of income documents so I sent them a government document stating I received a payment of $90k they then ghosted me for 2 days I sent them a letter of demand (which they didn't like) and they replied with a threatening legal letter and wanting to know the reasons and documents of 10 names on my statement now 3 of them transactions were pretty large but 7 of them are family and friends giving me back Monday which they owed or splitting bills for dinner or something how can I get documents for that sort of stuff? they have written their terms and conditions to crush people but they will meet their match in the near future they are Grubz

I have since received an email saying the source of income documents were accepted and the payment was processed I waited another 4 days and they have now said the payment was rejected by a payment provider (not mine) now they are saying that my account is back in review stages I actually stand to gain $25k over the $11250 I was thinking maybe I should dispute the deposits through my bank and recoup my total loss well it's not total because I also made a couple thousand dollars worth of deposits through crypto

thanks for your help casino ghuru your team is amazing!!!

Thanks for your patience and update regarding the situation.

We don't recommend you pursue any disputes over your deposits in this situation, since it may negatively affect you in other online casinos in the future, and it appears the casino intends to process your payout. Also, we reserve the right not to pursue complaints where players engaged in or threatened to dispute their deposits via a chargeback or similar process.

Please forward the most recent communication between you and the casino regarding the reasons why your payouts were reversed and any solutions the casino suggested to you.

Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Ive forwarded the last few emails between myself and the casino they continue to reply with generic answers and say they are trying to contact the payment provider they have been saying that for a week now

Hi I received an email saying my account has been closed and they also sent a email saying that a refund of $11250 is being processed they triggered the same amount of refunds to my account and we all know that those transactions won't clear because which casino sends you your own deposits back as a withdrawal? this is just another stalling tactic

and illegal to do.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear stevek25,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas