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Since 31.07, I have completed the identity verification process and immediately tried to withdraw my winnings. However, my withdrawal was cancelled, and I was asked to upload proof of deposit. I provided clear proof showing the transfers I made via Zimpler, with all transaction details visible. Despite this, my uploads were rejected with the reason "Not Required."

When I email customer support, they tell me again to upload the same proof. I upload it again, and it gets rejected again. This cycle has been repeating for over a week—every two days I upload the required proof, and every time it is rejected.

This is a clear tactic to frustrate the customer until they give up on claiming their money. In my opinion, this is a well-designed scam. I have attached all the evidence to support my claim, including the €20 and €50 deposit proofs

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I have now received a new email stating that my account has been restricted, but I am still able to withdraw. I have requested the withdrawal again, and it is currently under review.

It’s been 14 days and I haven’t received my money

Hi,

I withdrew €2,500 and it has already been credited to my bank account. However, my €500 withdrawal was cancelled by the casino, so I submitted another withdrawal request, which is now pending. I’ll keep you updated. Thank you so much for your help.

Dear player,

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,

Two days ago, I received only €2,500, and I have not received the remaining amount. The €500 withdrawal request was cancelled without providing any reasons.

For over a week, I have been trying to withdraw my remaining balance of 558 EUR from my account. I submitted multiple withdrawal requests, but every single one was cancelled without any explanation.

Last night, I submitted my fourth withdrawal request, which is still under review. I have also sent several emails to customer support, but they completely ignore my messages and do not reply.

I have already filed a complaint on Casino Guru, and I am now escalating this issue publicly here and on other review platforms.

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

Dear player,

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,

Dominika