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Good night.

I have a problem withdrawing my money, which amounts to $200,000 CLP, and I want to express my displeasure with the way you are handling this situation.

Before explaining the problem, I'd like to know how it's possible that you don't require KYC (Know Your Customer) verification before allowing deposits and bets. You had no problem receiving my money and even allowing me to play, without any prior verification of the funds' origin. However, when I tried to withdraw my winnings, you only then required this process, which I find opaque and a very poor user experience.

The problems I've had are the following:

1. I tried to withdraw money to BancoEstado, but the option isn't working correctly. Then I switched to Banco Falabella, but when I enter my information, the system only shows the Cuenta RUT option, even though Banco Falabella doesn't use that type of account, and the Cuenta Corriente option doesn't appear either, so I can't complete the withdrawal.

2. I then tried to withdraw the money using my BancoEstado Visa card and then my Banco Falabella Mastercard, but the result was the same. Afterward, I was informed that I needed to complete KYC verification. I uploaded all the requested documentation, including my payslip to prove the source of my income, but this document was rejected without a clear explanation.

3. How long will it take to verify a single document to release my money? Also, when will you fix the problems with your bank withdrawal system?

I currently have two withdrawal requests that I've rejected myself, as I'm concerned the money might be sent to the wrong account due to the platform's glitches. I don't feel it's safe to continue attempting withdrawals while the system is still malfunctioning.

I request a prompt solution, a clear explanation regarding the rejection of my documentation, and an estimated date for the release of my $200,000, as the money belongs to me and I have complied with all the requirements requested of me.

I await a concrete response and a prompt solution to this problem.

Buenas noches.

Tengo un problema con el retiro de mi dinero, correspondiente a un monto de $200.000 CLP, y quiero manifestar mi molestia por la forma en que están gestionando esta situación.

Antes de explicar el problema, quisiera saber cómo es posible que no soliciten la verificación de identidad (KYC) antes de permitir depósitos y apuestas. No tuvieron ningún inconveniente en recibir mi dinero e incluso permitir que jugara, sin realizar ninguna validación previa sobre el origen de los fondos. Sin embargo, al momento de retirar mis ganancias, recién exigen este proceso, lo que me parece una práctica poco transparente y una muy mala experiencia para el usuario.

Los problemas que he tenido son los siguientes:

1. Intenté retirar a BancoEstado, pero la opción no funciona correctamente. Luego cambié a Banco Falabella, pero al ingresar los datos el sistema solo muestra la opción Cuenta RUT, siendo que Banco Falabella no utiliza ese tipo de cuenta, y tampoco aparece la opción de Cuenta Corriente, por lo que no puedo completar el retiro.

2. Posteriormente intenté retirar mediante mi Visa de BancoEstado y luego con mi Mastercard de Banco Falabella, pero el resultado fue el mismo. Después me informaron que debía completar la verificación KYC. Subí toda la documentación solicitada, incluyendo mi liquidación de sueldo para acreditar el origen de mis ingresos, pero dicho documento fue rechazado sin una explicación clara.

3. ¿Cuánto tiempo demorarán en verificar un solo documento para liberar mi dinero? Además, ¿cuándo solucionarán los problemas que presenta su sistema de retiros hacia bancos?

Actualmente tengo dos solicitudes de retiro rechazadas por mí mismo, ya que temo que el dinero sea enviado a una cuenta incorrecta debido a las fallas que presenta su plataforma. No considero seguro continuar intentando retiros mientras el sistema siga funcionando de esta manera.

Solicito una solución pronta, una explicación clara sobre el rechazo de mi documentación y una fecha estimada para la liberación de mis $200.000, ya que el dinero me pertenece y he cumplido con todos los requisitos que me han solicitado.

Quedo atento a una respuesta concreta y a la pronta solución de este inconveniente.

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 Sebastian-soto,

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

14 days from June 26, 2026, at 10:22 PM Chilean time. No problem. But I need that money; I don't play this for fun or as a hobby. And the response was so fast it's just a bot replying, just like in the online support app.

14 dia a contar de la fecha 26-6-2026 siendo las 22:22hrs chilena. Ningún problema. Pero uno necesita esa plata no juega por esto por gusto o pasatiempo. Y la respuesta fue tan rápida que simplemente es un bot respondiendo al igual que en la aplicación soporte en linea

I need you to tell me specifically what document you require to verify my income, as I have already sent everything requested.

I have sent:

My payslips.

The certificate of employment seniority obtained from the BUK system.

The certificate of deposits made from my account to your platform.

The bank account information from which I make the deposits.

Even so, all the documents were rejected without a clear explanation. Which document is missing exactly? It's unacceptable that they continue to reject the documentation without stating the specific reason.

Honestly, it seems like they're just stalling to prevent me from withdrawing my $200,000. What's most concerning is that this complaint is being kept private, so other users can't find out about this situation or avoid going through the same experience.

I request a specific response indicating what document you need to verify my income and that you stop arbitrarily rejecting my documentation. I have already complied with all your requests and expect an immediate solution.

Necesito que me indiquen específicamente qué documento requieren para verificar mis ingresos, ya que he enviado todo lo solicitado.

He enviado:

Mis liquidaciones de sueldo.

El certificado de antigüedad laboral obtenido desde el sistema BUK.

El certificado de los depósitos realizados desde mi cuenta hacia su plataforma.

La información de la cuenta bancaria desde donde realizo los depósitos.

Aun así, todos los documentos fueron rechazados sin una explicación clara. ¿Qué documento falta exactamente? No es aceptable que sigan rechazando la documentación sin indicar el motivo específico.

Sinceramente, da la impresión de que solo están dilatando el proceso para impedir que pueda retirar mis $200.000. Lo más preocupante es que este reclamo se mantiene en privado, por lo que otros usuarios no pueden conocer esta situación ni evitar pasar por la misma experiencia.

Solicito una respuesta concreta indicando qué documento necesitan para verificar mis ingresos y que dejen de rechazar la documentación de manera arbitraria. Ya he cumplido con todo lo que me han solicitado y espero una solución inmediata.

Dear Sebastian-soto,

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.

Dear Sebastian-soto,

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.