Wolf.io Casino - La retirada del jugador se ha retrasado.

Hello, unfortunately scamming casino, as long as you are losing they will take all the money without questions, once i won like 450 eur and couldnt withdraw, keeps delaying payments says its normal day after day, after all they requested kyc which i submitted long time ago, noone replying to my emails, noone even replying anymore to my cs queries.. terrible casino

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 kenzi11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To proceed, let me ask you to clarify some things.

• Have you accumulated your winnings with or without an active bonus?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Please post a screenshot of your casino account verification page so we can see which documents are successful or pending.
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hi, i didnt use any bonus, now they requested microsoft team conversation (?!). Which in my opinion is wat out of line and i dont want to participate in sharing such sensitive data, they are just doing it on purpose to let customer just leave without his money, please do smoething as i never accepted to do any teams conversations in any way in their regulamin. They have my selfies, id photos address proof and still trying to do anything to not pay..

I’m very sorry but you haven’t answered some of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.

Additionally, please forward all relevant correspondence between you and the casino to jean.s@casino.guru. If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear kenzi11,

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,
Jean
Casino.Guru