Klub28 Casino - El jugador afirma que el pago se ha retrasado.

Payments haven't been made since January 2nd. Support isn't responding. Verification completed.

Деньги не выплачивают со второго января . Поддержка не отвечает . Верефикация пройдена

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 RulyaMayami,

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

The account is verified and the withdrawal is approved, but they are not withdrawing

Аккаунт верефицирован и вывод одобрен , но не выводят

Dear RulyaMayami,

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. No. I haven't received it.

Здравствуйте . Нет . Не получила(

Dear ${userName}, 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?
• 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.

Thank you,

Karla

Have you had any successful withdrawals before? - No

Please confirm that you have successfully completed KYC verification. - Yes. I have.

Did you receive your winnings with or without an active bonus? The bonus has already been wagered.

У вас раньше были успешные снятия средств? - Не было

Пожалуйста, подтвердите, что вы успешно прошли верификацию KYC. - Да . Прошла

Вы получили свой выигрыш с активным бонусом или без него? Бонус был отыгран уже

Hello RulyaMayami,

Thank you for the information provided so far.

To help us move forward, could you please confirm the following:

• The exact date when the withdrawal request for XRP 240 was submitted
• The payment method / wallet address used for this withdrawal
• Whether the casino has provided any reason at all for the delay, even briefly (for example via chat or email)
• Did you use sportbetting bonus?

Once we have this information, we will be able to proceed with the next steps more efficiently.

Thank you for your cooperation.

Karla

Hello RulyaMayami,

Thank you for the details.

To proceed with the investigation, could you please provide a screenshot from your casino account showing the withdrawal request(s) for XRP (including the amount, date submitted, and current status such as pending/approved/processed)?

If there are multiple withdrawal requests (including the one for USD 218), please include screenshots of all related withdrawals from your transaction or withdrawal history.

Once we have this visual confirmation, we will be able to move forward with the next steps.

Thank you for your cooperation.

Kind regards,

Karla

Dear RulyaMayami,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka , barbora.p@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello RulyaMayami,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

OK, thank you

Хорошо . Спасибо

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Where else can I complain to get paid?

а куда ещ```е можно пожаловаться чтобы выплатили

Dear RulyaMayami,

Thank you for your question.

At the moment, we kindly ask for your patience. We have already contacted the casino again and extended the response timer. The casino now has the remaining time to react within the complaint process.

Please understand that submitting complaints to multiple parties simultaneously usually does not speed things up and may even complicate the resolution. Since your case is already being actively handled here, the best course of action is to wait for the casino’s reply.

If the casino fails to respond within the given timeframe, we will proceed accordingly and close the complaint as unresolved, which may negatively impact the casino’s rating.

Should there be no progress afterward, we can then advise you on possible alternative steps.

Thank you very much for your patience and understanding.

Okay. Thank you. I'm waiting.

хорошо . спасибо. ожидаю

Dear RulyaMayami,

Thank you for your patience.

I would like to inform you that I am now in contact with the casino outside of this complaint thread. As soon as I receive any updates or new information regarding your case, I will immediately let you know.

Thank you again for your cooperation.

Thank you

спасибо

Dear RulyaMayami,

Thank you for your patience.

I would like to inform you that the casino has requested additional player details so they can properly review your case. I have already provided the necessary information and am currently awaiting their response.

As soon as I receive any update from the casino, I will immediately notify you here.

Thank you again for your cooperation.

OK, thank you

Хорошо . Спасибо

Hello? Is there any news? They still haven't withdrawn my funds. Now they keep canceling the withdrawal.

здравствуйте ? есть какие то новости ? а то так и не выводят . теперь постоянно отменяют вывод

Dear RulyaMayami,

Thank you for your patience.

I would like to inform you that I have just received an email from the casino regarding your case. I am currently reviewing the information they provided and will continue communicating with them to clarify the situation.

I will keep you updated here as soon as there are any new developments.

Thank you for your understanding.

Dear RulyaMayami,

Thank you for your patience.

I would like to inform you that I have requested additional information from the casino regarding your case. However, they have not responded to my follow-up so far.

Therefore, I am extending the response time by an additional 7 days to give the casino a final opportunity to provide the requested details.

I will keep you updated on any developments.

Thank you for your understanding.

ok

Dear RulyaMayami,

Thank you for your patience throughout this process.

After reviewing all available information and making multiple attempts to obtain the necessary details from the casino, we regret to inform you that the casino has stopped responding and failed to provide sufficient evidence to properly support their position or clarify the situation.

As a result, we are unable to continue the investigation effectively, and this complaint will now be closed as unresolved due to insufficient evidence from the casino.

Please note that closing the complaint in this manner may negatively impact the casino’s rating on our website.

Should the casino decide to cooperate and provide the required information in the future, we remain open to reopening the case.

Thank you for your cooperation, and we are sorry that we were not able to reach a satisfactory resolution in this instance.

Kind regards,

Barbora

Casino Guru