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Player Name: hidden by Casino Guru - Verified Level 2

During February 2026 I made several deposits totaling ARS 80,000 via bank transfer.

My current verified balance is ARS 150,805.51. Since 07/02/2026 all my withdrawal requests are rejected by Gold Casino. The system returns funds to my game balance, creating a "balance loop".

My account is fully verified Level 2. Despite 78+ days with KYC approved, Gold Casino has not processed any withdrawal. Support only says "we are working on it".

Gold Casino has Below Average Safety Index 5.1/10 and no valid license per Casino Guru review.

Request: Immediate withdrawal of ARS 150,805.51.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you tried selecting a different payment method for the withdrawal of your winnings?
• Which payment methods are available in your account for withdrawals?
• Have you accumulated your winnings with or without a bonus?
• What types of games did you play at this casino?

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

Best regards

Veronika

Hi Veronica,

Thank you for taking my case. I'll answer your questions:

*1. Have you tried selecting a different payment method?*

Yes, I tried to withdraw via [CvU Transfer]. Both were rejected by Gold Casino and the money was automatically returned to my game balance. I've attached screenshots of numerous rejections with the date and time.

*2. What payment methods are available on your account?*

In my MercadoPago account, I tried all the options it allows me to select, and none of them processed the payment.

*3. Have you accumulated your earnings with or without the bonus?*

[The amount I accumulated with bonds was very small, between 3,000 and 2,000 pesos, nothing more; the rest came from my deposits]

*4. What kind of games did you play?*

I played [Pragmatic Play slots

*Important extra information:* My account has been verified Level 2 since [X days] and I've been waiting for my ARS payment. Support just keeps telling me "we're working on it".

Please, I request that Casino Guru intervene to get Gold Casino to release my payment.

Thank you,

Hola Verónica,

Gracias por tomar mi caso. Te respondo las preguntas:

*1. ¿Has intentado seleccionar un método de pago diferente?* 

Sí, intenté retirar por el y también por [Transferencia CvU] el. Ambos fueron rechazados por Gold Casino y el dinero volvió automáticamente a mi saldo de juego. Adjunto capturas de muchisimoa rechazos con fecha y hora.

*2. ¿Qué métodos de pago están disponibles en su cuenta?* 

En mi MercadoPago Probé con todos los que me permite seleccionar y ninguno procesa el pago.

*3. ¿Has acumulado tus ganancias con o sin bono?* 

[Los que acumule con bonos fueron muy pocos entre 3000 mil o 2 mil pesos nada maa el resto era de mis depósitos

*4. ¿Qué tipo de juegos jugaste?* 

Jugué [slots de Pragmatic Play

*Dato extra importante:* Mi cuenta está verificada Nivel 2 desde el y hace [X días] que espero el pago de ARS. Soporte solo me dice "estamos trabajando en ello".

Por favor, solicito que Casino Guru intervenga para que Gold Casino libere mi pago.

Gracias, 

Dear Rita2212

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, Jana (jana.k@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,

Veronika

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Gold.Casino outside this complaint thread and let you know any new information once I receive it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana