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I deposited 50 USDC on July 16th and increased my wagering to 2478 USD. So far so good, wagering requirements met. I requested my first withdrawal, which was canceled by support, and I was informed that you could only withdraw 500. Everything was fine. I requested the next withdrawal on July 17th for 500 USDC and the following days I requested a withdrawal 24 hours later until the balance was empty. A week later, all requests except the first were canceled, and support told me I could only request the next withdrawal once the active request had been processed. Everything was fine, so I'll wait a few more days until my first request finally changes from pending to processing. One day later, my withdrawal request was declined without any reason being given. On July 27th, 2025, I submitted a new withdrawal request for 490 USDC, which has been pending ever since. I wrote a negative and detailed review on Trustpilot. Last week, the finance department finally got in touch and said if I deleted the review, the issue would continue. I deleted it, so it's been a week now, and my payout is still pending. This casino is a complete rip-off.

habe am 16. juli 50 usdc eingezahlt und auf 2478 usdc hochgespielt soweit so gut wager erfüllt erste auszahlung beantragt die gecancelt wurde vom support und ich wurde darauf hingewiesen das man nur 500 auszahlen könne. alles klar die nächste auszahlung am 17. juli beantragt von 500 usdc und die tage darauf jeweils 24 h später immer einen auszahlung beantragt bis die balance leer war. eine woche später waren alle au´ßer der ersten anfrage gecancelt und der support hat mir erklärt man könne erst die nächste auszahlung beantragen wenn die aktive anfrage durch gegangen ist.alles klar ich warte also weitere tage bis endlich meine erste anfrage von pending auf processing wechselt . 1 tag später wurde meine auszahlungsanfrage declined ohne angabe von gründen am Jul 27, 2025 habe ich eine neue auszahlungsanfrage eingereicht von 490 usdc die seither immernoch auf pending steht. ich hatte bei trustpilot ein negatives und detailgetreues review geschrieben. letzte woche hat sich dann endlich mal das finance department gemeldet und es wurde gesagt wenn ich das review löschen würde würde es weitergehen. ich lösche es also das ist mittlerweile eine woche her meine auszahlung immernoch pending. richtige verarsche dieses casino

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification or share a screenshot of the verification status of your account?
• Have you accumulated your winnings with the help of a bonus?
• Did the casino cite any particular obstacles responsible for the cancellation of your previous payout requests or the delay?
• Share any relevant information to support your complaint at tomas@casino.guru or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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.

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

Dear pacojooo,

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,

Tomas

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

After my complaint here, someone from the finance department contacted me and asked for the complaint to be closed and for my payout to be processed. I can request the next payout after 24 hours. So far, so good. I closed the case the next day and requested the next payout, which was processed relatively quickly. It took a few days, which was a pleasant surprise. After 24 hours, I then requested the next payout on August 20th. I've been waiting ever since. I've written three more emails and was on live chat. I hate having to reopen the case, but I have the impression that if I don't put pressure on them every time, nothing happens.

• Could you please specify how much you were able to withdraw successfully, how much is currently pending in your payout requests, and how much is left for you to withdraw from the casino?
• Share screenshots here or send the information to my email at tomas@casino.guru as evidence.

Looking forward to your reply.

My account was banned, I think because of the complaint I submitted here [removed by Casino.Guru admin]

Account has been suspended due to a violation of the Terms of Service I have not broken any rules as noted, I have only played in this casino twice and that without a bonus and after the second time I only tried to withdraw I was banned, they must have blocked me because I opened the case again here, what a disgrace!

I was successfully paid out 2 times 499 usdc, 1 time 499 usdc was still being paid out and I still had 943 euros in the balance

mein account wurde gebannt denke wegen der beschwerde die ich hier eingereicht hab [removed by Casino.Guru admin]

Account has been suspended due to a violation of the Terms of Service ich hab gegen keine regeln verstoßen wohl bei angemerkt ich hab in diesen casino nur 2 mal gespielt und das ohne bonus und nach dem 2. mal seit dem versuch ich nur noch auszuzahlen gesperrt haben sie mich wohl weil ich hier erneut den fall eröffnet hab echt eine sauerei !

erfolgreich ausgezahlt wurden mir 2 mal 499 usdc 1 mal 499 usdc war noch in auszahlung und 943 euro hatte ich noch in der balance

Sorry to hear that.

• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Please let me know.

I only played one slot, Bonanza by Big Time Gaming. I went in, set it to €2 straight away, and got the free spins. I think they paid out 300 or so. Then I set it to €5 and got the free spins again after a while, and they paid out 2478 USD. The rollover was met, and after that I didn't touch the balance again. I just wanted to cash out.

ich hab nur 1 slot gespielt und zwar bonanza von big time gaming ich bin rein hab direkt auf 2 euro gestellt und kam in die freispiele die haben glaube ich 300 oder so gezahlt dann hab ich auf 5 euro gestellt und kam nach ner weile wieder in die freispiele und die haben dann 2478 usdc gezahlt rollover war erfüllt und danach hab ich das guthaben auch nicht mehr angerührt wollte nur noch auszahlen

Hello everyone,

We apologize for the delayed response. We would like to inform you that the account has been closed due to a violation of our rules. The player had multiple accounts, and as per our policy, we reserve the right to close the account without processing the withdrawal.

"Our policy allows only one account per person. Only one account is permitted per household, IP address, or device. If multiple accounts are created, all such accounts may be blocked or closed, and any associated bets may be voided."

Thanks to both parties for your replies.

I can confirm the casino representative contacted me outside of the thread and provided evidence of multiple accounts.

The evidence shows activity on both accounts, with registrations made close to one another, with matching information confirming the accounts are duplicates. After reviewing evidence, we can only recommend that the player abandon the practice of creating multiple accounts in online casinos, as this practice might cause similar issues when trying to complete verification and withdraw winnings in almost all online casinos.

Dear player,

Since the casino's rules were breached, we are unable to assist you further with your complaint, which will be closed as unjustified.

We would also like to ask the casino publicly to, in the future, approach us directly with evidence instead of asking players to pull down or remove public complaints in exchange for resolution, as we do not condone such practices.