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They wouldn't let me withdraw my money. I tried for several days and they didn't resolve it. My account is verified.

No me dejaron retirar mi dinero intente durante varios dias y no me lo solucionaron, mi cuenta esta verificada

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Dear luisappelhanz357,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with or without an active bonus?
• Were your payout requests canceled? Were you unable to request a payout altogether? Are your payout requests accepted but not yet processed?
• Could you please share with me your communication with the casino and any screenshots illustrating the situation from your point of view? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear luisappelhanz357,

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.

Hello, I deposited 14 USDT in the BNB currency. I didn't have any active bonuses because I selected "NO BONUS" when I registered. I played and WON 122 USDT in my account. I couldn't withdraw a single dollar. I tried to withdraw for three days, and they wouldn't process my withdrawal. My KYC was fully verified before withdrawing the money. I just want it on record at Casino Guru that this casino is a scam. I complained on several days, trying to be courteous, and they didn't give me a solution. They just kept telling me to wait several days!

Hola deposite 14 USDT en la moneda BNB, no tenia ningun bono activo ya que al registrarme seleccione SIN BONO, jugue y GANE 122 USDT en mi cuenta, no pude retirar ni un solo dolar, intente retirar durante 3 dias y no me procesaban el retiro. Tenia el KYC totalmente VERIFICADO antes de retirar el dinero. SOLO QUIERO QUE QUEDE REGISTRADO EN CASINO GURU QUE ESTE CASINO ES UNA ESTAFA. RECLAME DIFERENTES DIAS TRATANDO DE SER CORDIAL Y NO ME DIERON SOLUCION, SOLO ME RESPONDIAN DICIENDO QUE ESPERE VARIOS DIAS!!

Thanks for the detailed explanation of the situation.

• Has the casino processed your payout?
• Would you be able to clarify how much your current balance is, and could you please share a screenshot of any pending requests?
• Post the screenshots here or send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

Dear luisappelhanz357,

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,
Tomas
Casino.Guru