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I made a withdrawal....it's been 3 business days. And now after I contacted live chat support they told me my account is closed... which isn't by the way...and that the casino is going to close!!!!!!! I still never got my money back. They are thieves

Hello,

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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 11 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

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.

My withdrawal has not been processed yet. Imagine how I feel when I have a pending withdrawal and they suddenly tell me out of nowhere that my account has been closed. There is no question of waiting...I don't mind waiting. The problem is that they told me that the casino is closing. How will I claim the money I won when the casino closes? I feel like I will lose my money that I won fairly. I thought the casino is licensed. And so they already told me from the live chat that it is a fully licensed casino but I finally see on your page that it is not. This casino is not trustworthy in any way if you ask me. I have lost very large amounts. 350 euros may not be a lot of money but it is certainly something for me at least. When I have lost so much. I sincerely hope you can help me. In the live chat they say that it takes 3 working days. After I sent an email to They told me it would take 5 days. I don't mind waiting, I just feel very uncertain about whether I will finally receive my money.

Η ανάληψη μου δεν έχει διεκπεραιωθεί ακόμη. Φανταστείτε πως νιώθω όταν έχω μια ανάληψη σε εκκρεμότητα και μου λένε ξαφνικά από το πουθενά πως ο λογαριασμός μου έχει κλείσει. Δεν τίθεται θέμα του να περιμένω...δε με πειράζει να περιμένω. Το πρόβλημα είναι ότι μου είπαν ότι το καζίνο κλείνει. Πως θα διεκδικήσω τα λεφτά που κέρδισα όταν το καζίνο κλείνει? Νιώθω ότι θα χάσω τα λεφτά μου που δίκαια κέρδισα. Νόμιζα ότι το καζίνο έχει άδεια. Και έτσι μου είπαν κιόλας από το live chat ότι είναι ένα πλήρως αδειοδοτημένο καζίνο αλλά τελικά βλέπω στη σελίδα σας ότι δεν είναι. Σε καμία περίπτωση δεν είναι αξιόπιστο αυτό το καζίνο αν με ρωτάτε. Έχω χάσει πάρα πολύ μεγάλα ποσά. Μπορεί τα 350 ευρώ να μην είναι πολλά λεφτά αλλά σίγουρα είναι κάτι για μένα έστω. Όταν έχω χάσει τόσα πολλά. Ειλικρινά ελπίζω να με βοηθήσετε. Στο live chat λένε ότι χρειάζονται 3 εργάσιμες μέρες. Αφού έστειλα email στο support@funbet μου είπαν ότι χρειάζονται 5μερες. Δε με πειράζει να περιμένω απλά νιώθω μεγάλη αβεβαιότητα για το αν τελικά θα λάβω τα λεφτά μου

Hello,

thank you for your message. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate 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,  

Katarina

Dear irkatrex,

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

Dear irkatrex,

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,

Katarina