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I made 13 withdrawals of 2500€ on the same day, because only 9 withdrawals arrived in my account, 4 withdrawals of 2500 are still missing, that is 10000 thousand€ I have already contacted them, they asked for the documents, bank statements, I have already sent everything and so far they have not returned anything.

Fiz 13 levamtamentos de 2500€ no mesmo dia ,pois so chegou a minha conta 9 levantamentos ainda falta 4 levantamentos de 2500 ou seja 10000 mil€ ja entrei em contato pediam os documentos extrato bancarios ja enviei tudo e ate agora nao ressolverem nada

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Player's message: (translated)

I won with money I deposited. I had already made withdrawals and this had never happened before. I contacted them, but they are not cooperating. It seems like a robot is responding to my email. I send the documents, and then I receive an email asking for the documents.

Thanks for your reply and the information provided via email.

• Could you please share the most recent documents you provided to the casino during verification?
• Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

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

Dear marcelino4,

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,

Tomas