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The support service does not respond, I write to them that the funds were not credited to the game balance, I send them a receipt. And the same thing

Служба підтримки не реагує, що їм пишу що кошти не були зараховані на ігровий баланс , надсилаю їм квитанцію. І теж те саме

Dear Alina69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Veronika

Thank you only, when I write a complaint, they immediately credit it. The crediting went to the game balance. The casino has not yet credited the winnings to the card, I will wait until Monday, if they do not credit it, I will have to write to you again. Because I write to the support service, there is no response, somehow they do not care about the players, if they behave like this, they will not play, they will go to another casino. This is the only way to solve the issues. Thank you casino guru 🌟🌟🌟🌟🌟

Дякую тільки вас , коли пишу скаргу то відразу зараховують . Пішло зарахування на ігровий баланс. Ще казино не зарахувало виплату виграшу на карту почекаю до понеділка якщо не зарахує то прийдеться до Вас знову писати. Бо пишу в службу підтримки реакції ніякої, якось їм всеодно на гравців, як будуть так вести себе то не будуть грати підуть в інше казино. Тільки так вирішуються питання. Дякую казино гуру 🌟🌟🌟🌟🌟

For 8 days now, the winnings from this casino have not been credited to my card. In the amount of 1000 hryvnias, so I need to open a new complaint, because there is no response from the support service.

Вже 8 день не зараховується виграш на мою картку від цього казино . В суму 1000 гривнів , то потрібно нову скаргу відкривати , бо там від служби підтримки нема відповіді.

I am glad to hear that the deposit has been successfully credited to your account. Regarding the withdrawal, 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 the 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.

Thank you in advance for your patience and understanding.

Thank you, I just need your help, the previous withdrawals of winnings were successful, but the casino does not pay out for 03/10/25, I asked them a couple of times when the winnings will be credited, but the casino's support service is silent and does not recall the answer. The payment amount is 1000 UAH.

Дякую тільки ваша допомога потрібна, попередні зняття виграшу були успішно, тільки не виплачує казино за 10.03.25 року , я пару раз в них перепитувала коли буде зарахування виграшу на що казино в службі підтримці мовчить і не нагадає відповідь. Сума виплати 1000 грн.

Thank you Casino Guru, the winnings for 10.03.25 came today - it's thanks to you, these issues can be resolved

Дякую казино Гуру прийшов сьогодні виграш за 10.03.25 р - це завдяки Вам , ці питання можна вирішити

Dear Alina69,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika Fritz

Casino.Guru