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I've been trying to make a withdrawal since June 24th, and the casino has been requesting more documents since that date, canceling the withdrawal request. I completed all the necessary verifications and submitted a new request on June 30th, 2025. Three business days have passed, and I still have not received a response.

He tratado de realizar un retiro desde el 24 de junio, el casino me ha pedido por más documentos desde esa fecha cancelando dicha solicitud de retiro. He completado todas las verificaciones correspondientes, realice una nueva solicitud el 30/06/25, ya han pasado los 3 día hábiles y sigo sin tener una respuesta.

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 you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I was also going to file another additional complaint about this casino, but was told to continue in the thread:

My money was withheld without using any bonuses. The casino claims that the winnings were withdrawn from my balance because I violated terms and conditions. None of these terms were violated. I tried to contact them, but their response was that I should send an email. I've sent multiple emails, but they haven't responded. In fact, I think they were blocked. I would like help recovering the money back into my account balance, even if it means a rollover or any other viable solution. The amount is 9721.48 MXN.

También iba a presentar otra queja adicional sobre este casino, pero me dijeron que continuara en el hilo:

Se me hizo una retención de mi dinero, sin hacer uso de bonos, el casino dice que dichas ganancias fueron quitadas de mi balance porque viole terminos y condiciones, ninguno de estos terminos fue violado, me trate de contactar y lo que me respondieron fue que debia mandar un correo, he mandado multiples correos pero no han tenido respuesta, de hecho, creo que fueron bloqueados. Me gustaría que me ayudasen a recuperar dicho dinero de vuelta al balance de mi cuenta, aunque fuera con un rollover o con cualquier solución viable. La cantidad es de 9721.48MXN

Dear player, do I understand correctly that you still have a pending withdrawal, and that the amount of 9,721.48 MXN which was confiscated is separate from that pending withdrawal?

To proceed with your case, please kindly send us the following:

1. Full withdrawal history from your casino account – including the pending withdrawal and any canceled or confiscated amounts. Please ensure all amounts and dates are visible.
2. Communication with the casino regarding the alleged violation of terms and conditions – including any emails or chat messages that explain the casino’s reasoning.

You can either upload the files here or send them directly to dominika.l@casino.guru.

Yes, they are completely separate amounts. Although my pending withdrawal was just canceled again, they returned the money to my account. I requested a withdrawal again today. They provided no explanation. My documentation is in order and was approved days before. They tell me I should contact them by email and that future information will be presented there, but my emails seem to be blocked, and I haven't received any updates from them.

I attach the requested evidence:

Si, son cantidades totalmente separadas. Aunque el retiro pendiente me lo acaban de cancelar nuevamente, me regresaron el dinero a mi cuenta, volvía solicitar un retiro el día de hoy, no me proporcionaron explicaciones, mi documentación esta en orden y fue aprobada días antes. Me dicen que debo comunicarme por correo, y que futura información será presentada ahí, pero mis correos parecen estar siendo bloqueados y no he recibido ninguna actualización de su parte.

Anexo las pruebas solicitadas:

I remain attentive to instructions

Quedo atento a instrucciones

Any additional information I can provide to make this process easier and more quickly?

Dear player, did you use a VPN while accessing the casino?

Did you provide accurate and truthful information during registration?

Have you been able to complete the verification process successfully?

Are the funds you are currently trying to withdraw the same deposits that were previously returned to your account after the confiscation?

What type of games did you play – were they regular casino games or sports betting?

No, no VPNs, bots, or any other software were used. All bets were placed manually by me, from a real IP address (I don't know what evidence I could provide to verify this information, but I'm willing to provide everything I have at my disposal).

Yes, the documents are authentic; my identity, address, and credit cards are true (it can be proven).

Yes, my KYC verification has been approved for a long time; they also asked me for another document with my cell phone number, which was also approved a few days ago.

I'm not sure I fully understand this question. The funds I'm currently trying to withdraw are from the balance I received after betting normally, making a new deposit, placing a bet and having the aforementioned amount confiscated, then placing some more bets and finally making the withdrawal.

Sports betting only.

I remain attentive to any further information, hoping you can help me recover my money.

No, no se utilizaron VPN, ni bots, ni ningún tipo de software. Todas las apuestas las realice manualmente yo, desde una ip real, (no sé qué pruebas podría presentar para verificar esta información, pero estoy dispuesto a brindar todo lo que este a mi disposición).

Si, los documentos son verídicos; mi identidad, así como el domicilio y las tarjetas son veraces, (se puede probar).

Si, mi verificación KYC ha sido aprobada desde hace mucho; adicionalmente me solicitaron otro documento con mi numero de celular, que igualmente ya fue aprobado desde hace días.

No estoy seguro de entender a la perfección esta pregunta, los fondos que actualmente intento retirar son del balance que me resultó después de estar apostando con normalidad, después de realizar un nuevo depósito, y después de realizar una apuesta y que se me confiscara la cantidad previamente descrita, después volvía a realizar algunas apuestas y finalmente realice el retiro.

Solamente apuestas deportivas.

Quedo pendiente a cualquier indicación, esperando puedan ayudarme a recuperar mi dinero.

Thank you for your reply. I apologize, but since your gameplay has been exclusively on sports betting, and the dispute revolves around bet-related balance confiscation and unexplained delays in withdrawals, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time. Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.