Oro.gg Casino - O jogador ainda não recebeu os seus prémios.

Hello,

I have a complaint about the oro1.gg casino.

I have a withdrawal of 500€ that has been pending since February 24, 2026. I have already deposited money into the account, and all my documents and verification information have been provided correctly.

So far, I have received no clear update on the processing of the withdrawal, and there has been no proper response from support. They say they are having technical problems. In the meantime, I won another €200 and they asked me to make a deposit of €10 and wager that amount on a play to unlock the account. They paid the €200 but not the €500.

I request Casino Guru's intervention to pressure the casino to process my withdrawal or clarify the situation.

I enclose prints of the pending withdrawal and deposit slips.

Thank you for your attention and I hope for a quick solution.

Sincerely,

T*** T****

Olá,

Venho registrar uma reclamação sobre o casino oro1.gg.

Tenho um saque de 500€ que está pendente desde o dia 24 de fevereiro de 2026. Já depositei dinheiro na conta, e todos os meus documentos e informações de verificação foram fornecidos corretamente.

Até o momento, não recebi nenhuma atualização clara sobre o processamento do saque, e não houve resposta adequada do suporte. Dizem que estão com problemas técnicos. Entretanto ganhei mais 200€ e pediram para eu fazer um depósito de 10€ é apostar esse valor em uma jogada para desbloquear a conta fiz. Pagaram os 200€ mas os 500€ não.

Solicito a intervenção do Casino Guru para pressionar o casino a processar o meu saque ou esclarecer a situação.

Anexo prints da pendência do saque e comprovantes de depósito.

Agradeço pela atenção e espero uma solução rápida.

Atenciosamente,

T*** T****

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 Taniat,

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 Taniat,

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 good morning, everything is still the same. And I'm still waiting.

Regards

Olá bom dia, continua tudo igual. E eu continuo à espera.

Cumprimentos

Dear Taniat, 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

Hi Karla!

I've made successful withdrawals before, once with a similar amount, but it was resolved in a few days.

Yes, the verification has been completed

No active bonuses

I played casino slots

Olá Karla!

Anteriormente já tinha feito saques com sucesso, uma vez um de valor parecido aconteceu o mesmo mas resolveu se em poucos dias.

Sim, a verificação foi concluída

Sem bônus activos

Joguei slots de casino

Dear Taniat,

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, Lucia, lucia.s@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 Taniat,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Good morning, agreed and thank you.

Bom dia, combinado e obrigada.

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

Dear Taniat,

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,

Lucia