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Payment of 237,000 rubles delayed after full account verification

Hello. I would like to file a complaint against Fugu Casino regarding an unreasonable delay in payments.

On April 8, I completed the full KYC verification process. I provided a selfie with my Taxpayer Identification Number (TIN), a selfie with my SNILS (Individual Insurance Account Number), a selfie with my birth certificate, and a photo of my passport spread. All my documents were officially approved by customer support. It's been 10 days since I submitted my applications and received verification confirmation. Payments remain in the Pending status.

The support team refuses to give a specific timeframe, citing Rule 10.4 and stating that the verification process could take up to 31 days. I consider this a deliberate delay.

I request Casino Guru's assistance in resolving this dispute and expediting the withdrawal of my legitimate winnings. All screenshots of the correspondence and transaction history are attached.

Задержка выплаты 237 000 RUB после полной верификации аккаунта

Здравствуйте. Я хочу подать жалобу на Fugu Casino в связи с необоснованной задержкой выплат.

​8 апреля Я прошел полную процедуру верификации (KYC). Я предоставил селфи с ИНН, селфи со СНИЛС, селфи со свидетельством о рождении, фотографию разворота паспорта в развернутом виде. Все мои документы были официально одобрены службой поддержки. Прошло 10 дней с момента подачи заявок и подтверждения верификации. Выплаты остаются в статусе Ожидает.

Служба поддержки отказывается называть конкретные сроки, ссылаясь на пункт правил 10.4 и заявляя, что проверка может длиться до 31 дня. Я считаю это намеренным затягиванием времени

Прошу Casino Guru помочь в разрешении этого спора и ускорении процесса вывода моих законных выигрышей. Все скриншоты переписки и истории транзакций прилагаю

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 Vosvus,

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 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

Dear Vosvus,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, Karla

The funds have not been withdrawn. There is no news from the casino.

Здравствуйте, Karla

Средства не вывели. Новостей от казино нет

Dear Vosvus, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

• Have you had successful withdrawals before?

Yes, some funds were withdrawn before the verification request.

• Please confirm that you have successfully completed KYC verification.

Yes, the casino confirmed it.

• Did you receive your winnings with or without an active bonus?

Without

• Have you played at a casino or bet on sports?

Mostly sports betting. I won a small amount at the casino.

Thank you for your assistance!

• У вас раньше были успешные снятия средств? 

Да, часть средств вывели до запроса верификации

• Пожалуйста, подтвердите, что вы успешно прошли верификацию KYC.

Да. Казино это потдвердило

• Вы получили свой выигрыш с активным бонусом или без него?

 Без

• Вы играли в казино или делали ставки на спорт?

В основном ставки на спорт. В казино выиграл небольшую сумму

Это вам спасибо за содействие!

Correspondence

Переписка

Dear Vosvus,

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,Matej L., (matej.l@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,

Karla Mayfly

Hello Vosvus, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Fugu Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Player's account is subject due to addtitional verification according to the paragraph 10.04 of the Sportsbook Terms and Conditions

If the FUGU Sports Platform suspects unfair play, it reserves the right to restrict withdrawals for up to thirty-one (31) calendar days to conduct an account verification. The methods and results of this verification process are confidential.

A player needs to wait until additional verification is completed.

Best regards,

Fugu Casino

Dear Fugu Casino, thank you for joining in the conversation. Could you please e-mail me (matej.l@casino.guru) some details regarding the suspicion/your findings, so we can move this complaint forward? No information will be shared or forwarded, and is for internal investigation purposes only. Thank you.

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

Dear Vosvus,

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,

Matej