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Good morning,

The casino removed my winnings after my withdrawal request and refuses to pay me, without providing any justification or proof of a breach of conditions.

My balance was visible, my earnings were legitimate, and I didn't break any rules. After I requested a withdrawal, the balance was erased, and support has provided no valid explanation.

I provide: balance screenshots, transaction history, proof of deposit, withdrawal request and exchanges with support.

I request CasinoGuru's intervention to restore my balance and receive full payment of my winnings.

Bonjour,

Le casino a supprimé mes gains après ma demande de retrait et refuse de me payer, sans fournir aucune justification ni preuve d’une violation des conditions.

Mon solde était visible, mes gains étaient légitimes, et je n’ai enfreint aucune règle. Après ma demande de retrait, le solde a été effacé, et le support ne donne aucune explication valable.

Je fournis : captures du solde, historique des transactions, preuve du dépôt, demande de retrait et échanges avec le support.

Je demande l’intervention de CasinoGuru pour obtenir la restauration de mon solde et le paiement intégral de mes gains.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. 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 accumulate your winnings with or without an active bonus?
• Could you please confirm whether you currently still have access to your account?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I only played sports.

No active bonus.

I still have access to my account, they left my €50 deposit which I cannot even withdraw (€100 minimum to withdraw).

THANKS

J'ai joué uniquement du sportif.

Pas de bonus actif.

J'ai toujours accès à mon compte, ils ont laissé mon dépôt de 50€ que je ne peux même pas retirer (100€ minimum pour retirer).

Merci

Hello Lafourcade,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply, Lafourcade. I’m sorry to say I don’t have good news. If your balance was confiscated after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.