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Dear Casino Guru,

I am reaching out for your help regarding a serious issue I am facing with Etheryl Casino. You have helped me in the past, and I am hoping you can assist me again.

I currently have a withdrawal of $11,857 CAD that I have not been able to receive.

Here is what happened:

My withdrawal request was submitted and has remained in pending status.

I was informed that the cryptocurrency withdrawal system was down, and I was told it would be resolved within 1–3 hours.

It has now been over 48 hours, and the system is still reportedly down with no clear updates or resolution timeline.

During this time:

Communication has been very limited or delayed

At times, live chat has been offline

I have not received any clear or consistent updates regarding my withdrawal

As the delay continued with no resolution, I informed them that I would submit a complaint to Casino Guru if I did not receive proper updates.

After I mentioned this, my account was suddenly placed under an "internal review", and everything has now been frozen. This is extremely concerning to me because:

I only followed up regarding my withdrawal

The review started after I mentioned filing a complaint

No clear reason or explanation has been provided

At this point, I am very stressed and unsure what to do. This is a significant amount of money, and I have not been given any clear answers or timeline.

I want to highlight that:

I have all screenshots and evidence of my conversations and the delays

I am fully willing to provide any proof required

I respectfully request Casino Guru to:

Investigate this matter urgently

Assist in ensuring my withdrawal of $11,857 CAD is processed

Clarify the reason for this "internal review"

Help ensure fair treatment in this situation

Please let me know if anything further is required from my side. I am ready to cooperate fully and provide all documentation.

Thank you for your time and support.

Sincerely,

[Redacted]

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Hello,

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 before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila

Hello Attila,

Thank you for your response.

To answer your questions:

Yes, I have successfully made a few smaller withdrawals in the past without any issues.

I can confirm that my KYC verification has been fully completed and approved.

My winnings were accumulated without any active bonus.

Given this, I’m concerned about the current delay and would appreciate your assistance in resolving this matter as soon as possible.

Thank you for your support, and I look forward to your reply.

Best regards,

Hi Casino Gruru , could you approve my post

Dear sidd19834, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Thank you for your patience and cooperation

Best regards,

Attila

Dear Attila,

Thank you for your response.

Please find the requested details below:

My last successful withdrawal (a smaller amount) was processed in less than 24 hours without any issues.

I used cryptocurrency as my withdrawal method, which is the same method I selected for this withdrawal.

At present, my account has been suspended and placed under review, and I am unable to initiate or access my withdrawal request.

Thank you for your response and for reviewing my case.

I would like to highlight that I have already provided all the requested information and responded promptly to your questions. At this stage, there does not appear to be anything further pending from my side.

Given this, I’m concerned about the one-week response window before the case progresses, particularly since the complaint has not yet been submitted to the casino. Considering the amount involved and the time already elapsed, I believe it would be reasonable to move this forward to the next stage as soon as possible.

I fully respect your process, but I would greatly appreciate if this case could be reviewed with some priority so it can be escalated to the casino without unnecessary delay.

I look forward to your update and to the case progressing further.

Thank you for your assistance.

Update (April 22, 2026):

Dear Casino Guru,

I would like to provide an update regarding my ongoing complaint against Etheryl Casino.

Since my last submission, the situation has not improved—in fact, it has become more concerning.

After initially being told that my account review would take 5–10 days, I was later assured that it would be completed within 48 hours. Both of these timeframes have now passed, and I have received no meaningful update from the casino.

It has now been almost two weeks, and my account remains under review and suspended, with $11,857 CAD still inaccessible.

To add further context:

I was able to make a few small withdrawals successfully

However, when I attempted a larger withdrawal, it was repeatedly denied citing a "system outage"

Shortly after I mentioned escalating the issue (including filing complaints), my account was suddenly placed under review

At this point, I feel this action may be retaliatory, as I have done nothing wrong. I played normally, complied with all requirements, and had already been verified.

I am extremely concerned about:

The lack of communication

The inconsistent explanations

The indefinite delay in accessing my funds

I respectfully request that Casino Guru continue to intervene and help push for a fair resolution. I am fully willing to provide any supporting documents or proof needed.

Thank you for your assistance.

Sincerely,

[Redacted]

I have attached the email proof where t

he casino stated that my account was placed under review due to my escalation and the nature of my communications, describing it as a standard procedure.

I strongly dispute this justification. My account was already verified and operating normally, and this action only occurred after I challenged the failed withdrawals. This raises serious concerns that the review is being used as a delay tactic rather than a genuine compliance check.

Update on my complaint:

I would like to provide a factual update regarding my situation.

My account has now been reactivated by Etheryl following a review. I am able to log in, and withdrawals are currently being processed.

However, a new daily withdrawal limit of $1,000 CAD has been applied to my account. Prior to the review, my daily withdrawal limit was $7,000 CAD, and I was categorized as a VIP player.

I currently have a remaining balance of approximately $22,313 CAD. At the current withdrawal limit, it will take over three weeks to fully withdraw my funds.

The casino has stated that this new limit is part of "reactivation conditions" determined at a management level. However, I have not been clearly provided with any specific documentation or communication showing where these conditions were disclosed to me or agreed upon prior to being applied.

To be fair, I would like to confirm that withdrawals submitted so far have been accepted and processed.

My concern is primarily regarding the significant reduction in withdrawal limits and the lack of transparency around these newly applied conditions, especially considering my previous VIP status and higher limits.

I appreciate Casino Guru’s assistance in reviewing this matter and helping ensure a fair resolution.

I would like to provide an additional update and clarification to my complaint.

While I appreciate that my account has now been reinstated and withdrawals are being processed, I would like to highlight a key concern that remains unresolved.

I have wagered over $250,000 on this platform and was previously classified as a VIP player, with a confirmed daily withdrawal limit of $7,000 CAD. This was the condition under which I continued playing on the platform.

However, following the account review and reinstatement, my daily withdrawal limit has been significantly reduced to $1,000 CAD. This change was applied unilaterally and without any prior notice, agreement, or clearly documented terms provided to me.

The casino has stated that:

There were alleged breaches of Terms and Conditions,

However, these did not impact my gameplay or winnings,

And as a result, the resolution was made fully in my favour.

Given this, I find it difficult to understand the justification for such a substantial downgrade in withdrawal limits after the fact, especially when:

The activity was not flagged at the time,

It had no impact on my winnings,

My account has been reinstated with full access.

Additionally, I have since continued playing after reinstatement and my balance has increased to approximately $23,000 CAD.

At the current withdrawal limit of $1,000 per day, this creates a prolonged withdrawal period exceeding three weeks, which I believe is unreasonable given my previous VIP status and history on the platform.

For reference, I have attached a screenshot showing my current withdrawable balance.

To be clear, I am not disputing that withdrawals are being processed — they are. However, my concern is strictly about:

The lack of transparency regarding the new withdrawal conditions,

The absence of prior disclosure or agreement,

And the fairness of applying such restrictive limits after confirming that my winnings are valid.

At this stage, I would prefer to keep this complaint open until my full balance has been successfully withdrawn.

I respectfully request Casino Guru’s assistance in reviewing whether this change in withdrawal limits is fair and in line with standard industry practices, particularly for a VIP player with a significant wagering history.

Thank you for your continued support.

Thank you very much for your reply.

While we understand your disappointment regarding your casino VIP status, we regret to inform you that we are unable to intervene in the casino's decision. Each establishment maintains its own proprietary VIP tier structure, and we respect their autonomy in determining the criteria for advancement or demotion. This position is consistent with our policy of non-interference in promotional offer decisions. The casino retains the sole discretion to categorize players and establish the requirements for each classification.

Could you kindly provide information on the current amount in pending withdrawals? Additionally, I would appreciate it if you could confirm whether the payments have been arriving regularly, in accordance with the withdrawal limit.

Thank you for your understanding and cooperation.

Thank you for your response.

I would like to provide an update regarding my current situation.

At the moment, I have approximately $24,050 CAD remaining in pending withdrawals. So far, I have successfully received three withdrawals of $1,100 CAD each.

However, my fourth withdrawal request for the same amount ($1,100 CAD) was rejected without any prior notice or explanation. This has caused a delay, as I now need to wait for another withdrawal cycle.

Based on this, while some payments have been processed, the withdrawals are not fully consistent, as identical requests have been treated differently.

After winning a significant amount while playing live roulette, my access to live games was suddenly removed without explanation. This change happened only after my winnings, which raises concerns about fairness.

The withdrawal process has been slow and inconsistent. In addition, I was blocked from live chat when trying to follow up on my withdrawals, which further limits my ability to get support.

I am requesting the payout of my remaining balance (over $24,000 CAD). While some payments have been processed, the current behavior—removal of games, inconsistent approvals, and restricted support—suggests possible delay tactics.

I kindly ask Casino Guru to ensure that my remaining withdrawals are processed consistently and without unnecessary delays.

I will continue to provide updates as withdrawals are completed.

Thank you for your assistance and support in this matter.

Kind regards,

[Redacted]

My withdrawals have been significantly delayed and handled in a way that raises serious concerns about transparency and fairness.

The main issues I encountered are:

The platform repeatedly states that "internal checks" are being carried out but refuses to explain anything further. While I understand some verification is standard, this lack of clarity feels like a way to avoid accountability and provide no real answers to players.

My withdrawals have "expired" and needed to be resubmitted. This is not normal behavior for a reputable platform and has only resulted in further delays and unnecessary confusion.

There is no clear or reliable timeline provided for when funds will actually be received. Instead, everything is tied to vague internal processes and daily limits, which gives no certainty and allows delays to continue indefinitely.

Live chat access has been restricted on my account, which limits my ability to get real-time support or follow up on urgent withdrawal concerns.

A withdrawal should not feel this uncertain or difficult to complete.

I will continue documenting updates

I am currently struggling to withdraw my winnings. The process has been slow, unclear, and inconsistent.

My withdrawal is currently stuck in "Approval Pending" with no defined timeline. Previously, I had a withdrawal rejected/expired during internal checks, after which I was required to resubmit and restart the process.

I was also informed of a $1,000 daily withdrawal limit, however this has not been applied consistently across my recent withdrawals.

Out of my last three withdrawal attempts, two were rejected/expired and required resubmission.

At present, I have approximately CAD $22,500 pending withdrawal, and there is no clear timeline on when these funds will be processed.

I would

like to highlight a serious issue with the withdrawal process that has not been properly disclosed.

My withdrawals of $1,000 CAD each have repeatedly been rejected after the 24-hour approval window, forcing me to resubmit the same request again. This has already happened with three of my recent withdrawals.

As a result, although I was clearly informed that I could withdraw $1,000 per day with a 24-hour processing time, the actual experience is very different. In reality, each $1,000 withdrawal is taking approximately 48 hours to process, due to these repeated rejections and resubmissions.

This creates a misleading situation where the stated withdrawal policy does not align with what is happening in practice.

With a remaining balance of around $20,000 CAD, this effectively means it could take up to 40 days to fully withdraw my funds under the current pattern, which is unreasonable and not what was communicated to me.

I am concerned that this may be a deliberate delay tactic, and I request clarification and a fair resolution to ensure my withdrawals are processed consistently within the stated timeframe.

I would like to provide an update on my withdrawal issue, as the situation is becoming increasingly concerning.

I have now experienced the same issue multiple times (at least 4 withdrawals). Each time I submit a withdrawal request of $1,000 CAD, it remains pending for approximately 24 hours and then gets rejected or expires without a clear explanation. I am then required to resubmit the same request again.

This creates a consistent pattern:

Withdrawal requested

Wait ~24 hours

Request gets rejected/expired

I must resubmit and wait another 24 hours

Effectively, this means each $1,000 withdrawal takes around 48 hours to process instead of the stated 24 hours. Based on my total balance, this significantly delays access to my funds and does not align with the casino’s

This behavior appears misleading and raises serious concerns about whether the casino is intentionally delaying withdrawals.

I kindly ask the Casino Guru team to review this pattern and confirm:

Whether this practice is in line with the casino’s terms and conditions

Why withdrawals are consistently rejected after the 24-hour window

What steps the casino will take to ensure withdrawals are processed fairly and within the stated timeframe

I am simply requesting that my withdrawals be processed as per the terms communicated.

Thank you for your assistance.

I would like to escalate this complaint as the situation is clearly recurring and unresolved.

This is now the second withdrawal in a row that has expired instead of being processed within the stated 24-hour timeframe. Each time, I am forced to resubmit the request, effectively turning a 24-hour process into 48+ hours per withdrawal.

This is not an isolated delay—it is a repeating pattern:

Withdrawal remains pending close to expiry

It expires instead of being processed

I am required to resubmit

The cycle repeats

As a result, I am unable to access my funds in a reasonable timeframe despite following all requirements.

I would like Casino Guru to please step in and clarify the following with the casino:

Why are withdrawals consistently allowed to expire instead of being processed?

Is this behavior intentional or due to internal restrictions on my account?

What concrete steps will be taken to ensure my current and future withdrawals are processed within the promised timeframe?

At this point, I am simply trying to withdraw my balance, but I am being blocked by repeated expirations and resubmissions.

I request your direct intervention, as this is no longer a standard delay but a systematic issue.

Thank you.

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, Lucia (lucia.s@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,

Attila

Hello sidd19834,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Hi Lucia,

Just to add more context, I feel like I’ve been put in a loop of submission and rejection with my withdrawals. Each time I submit, it either expires or gets rejected, and I’m now on my third attempt.

This pattern is what’s causing concern for me, as it doesn’t seem like a normal or stable withdrawal process.

Please let me know if you need anything further from my side.

Hello sidd19834,

I wanted to inform you that we have received a response from the casino representative. They mentioned that they have begun their internal review of the delayed withdrawal.

We will continue to monitor the situation closely, and I will keep you updated on any developments. Thank you for your understanding and patience during this process.

Hi Lucia,

Thank you for the update and for continuing to follow up with the casino.

However, I would like to express my concern that this process has now been ongoing for several weeks. My withdrawals have already gone through multiple expiry/rejection cycles, and only a small portion has been paid so far.

I did not expect it to be this difficult to access my legitimate winnings. I have played at other casinos before and have never experienced delays of this length or repeated issues with withdrawals.

While I understand that internal reviews may be necessary, I would really appreciate if the casino could provide a clear explanation for these repeated delays and a realistic timeline for completing the review and processing my remaining balance.

Thank you again for your support, and I look forward to your next update.

Another withdrawal has been rejected again despite previously being told that withdrawals of $1,000 would be processed within 24 hours. At this point, it is effectively taking 3 days or more just to successfully withdraw $1,000, which is not what was communicated to me.

I honestly do not know what else to do anymore. I am struggling just to receive my legitimate winnings, and it feels like the burden is being placed entirely on the player while the casino continues this repeated cycle of pending, expiry, rejection, and resubmission.

From my perspective, this has become a clear delay tactic. If my account was already reviewed and reinstated, I do not understand why every withdrawal continues to face new delays and rejections.

Casino Guru, I am asking for your assistance because this process is becoming extremely frustrating and unreasonable. I simply want to withdraw my winnings without constantly going through the same cycle over and over again.

Hi Lucia,

I hope you’re doing well.

I wanted to check if there has been any update from the casino regarding the internal review of my delayed withdrawal. It’s been some time now, and I would really appreciate any progress or information you can share.

Please let me know if you’ve heard anything from their side.

Thank you for your continued support.

Kind regards,

Sid

Hello Lucia,

I want to provide an update regarding my complaint.

Another withdrawal has been rejected again without any clear or valid explanation. This is now a repeated pattern, not an isolated delay.

The casino initially stated that withdrawals of 1,000 would be processed within 24 hours, but this is clearly not being honored. Instead, withdrawals are either delayed or rejected, forcing the process to restart repeatedly.

At this point, it feels like a deliberate tactic to prevent me from accessing my legitimate winnings.

I kindly ask you to escalate this case further, as the casino is not acting in accordance with fair practices or their own stated terms.

Please let me know if you require any additional information from my side.

Thank you for your assistance.

Update for Casino Guru:

I would like to provide an update regarding my withdrawals. My latest withdrawal request of $1,000 has now been rejected twice. This is becoming extremely frustrating, as I am continuously facing issues just trying to access my legitimate winnings.

There seems to be no clear explanation or consistent processing, and I am struggling to understand why this keeps happening. I kindly ask Casino Guru to assist in resolving this matter as soon as possible.

Thank you for your continued support.

Dear sidd19834,

I have contacted the casino and asked them to provide clarification regarding the reason for the rejected withdrawals, as well as to confirm whether any additional action or documentation is currently required from you.

I will let you know as soon as I receive a response from their side.

Thank you for your patience.