Banzai Casino - Povlačenje igrača je odloženo.

 I made a €150 ETH withdrawal that never arrived in my wallet, despite providing the correct address and double-checking the blockchain and Revolut support. We don't know what happened, I don't blame the casino but what matters is that I have the proof they had my ETH address.

The casino then sent a second transaction — but to an address that does not belong to me. Even after sharing all my evidence (screenshots, wallet checks...), the casino refuses to acknowledge their error or provide any technical explanation.

Please see all the details and proof in the document attached.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you submitted your withdrawal request of €150?

Could you kindly describe the second withdrawal request in more detail? Did you request another withdrawal, or has it been initiated by the casino?

Which payment methods have you used so far for depositing and withdrawing money at this casino?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Veronica, I forgot to attach the most important document to my complaint: the PDF with the full timeline, details and proof. Can you please let me know how I can add it to my complaint? To answer your questions:

• July 11, approved on the 14th
• If I could please send you my PDF, it would all be clearer as it's all in there, well organized
• I never withdrew, I've just checked my account there and they don't show how you deposited. I believe I made a first deposit in USDT, then the one in ETH.
• I only asked for one withdrawal, the one that is being denied right now.
• I did, and got a confirmation email on July 8

Thank you, and please let me know how to send you the document that clearly explains the situation. Kind regards, [name hidden by Casino Guru]

Please forward me the mentioned PDF to veronika.f@casino.guru. Thank you for your patience and cooperation.

Done 🙂

Thank you for the PDF file.

Unfortunately, without any concrete evidence that the withdrawal was initiated by the casino, we will not be able to assist you further. Please note that casinos do not typically submit withdrawal requests on behalf of players through their profiles. While manual withdrawals can sometimes be processed, these are usually done only after direct email communication and thorough verification to ensure the funds are being sent to the rightful account owner.

If you are unaware of the withdrawal address used and are certain that you did not make the withdrawal yourself, it is likely that your account was accessed by a third party. Unfortunately, cases involving potential hacking or unauthorized access fall outside the scope of what we can investigate, as we do not have the authority to handle criminal or cybercrime-related matters.

Dear bexxos12358,

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.

Hi Veronika, I'm not sure what I can add since I'm 100% sure of myself and I feel like I've proven everything, the casino is ignoring me and you've concluded that it was probably a case of hacking... Thanks for your help anyway, I truly appreciate it and people...I insist, don't play there. Worst player experience ever and their disdain towards their customers is absolutely disgusting. There are way friendlier casinos out there...

Hello,

Thank you for your reply and for providing all the information.

After carefully reviewing the details, we have found no conclusive evidence that the second withdrawal transaction was initiated by the casino. In general, casinos do not process withdrawal requests on behalf of players unless it is done through direct communication with the player and after thorough verification.

If you are certain that you did not make this withdrawal yourself and that it was sent to an address you do not own, the most likely explanation is that your account was accessed by a third party. Unfortunately, situations involving potential hacking or unauthorized access fall outside of our ability to investigate, as they are security incidents that require involvement from the relevant authorities.

We recommend reporting the matter to your local law enforcement and providing them with all relevant evidence, including blockchain transaction details and your communication with the casino. You may also wish to contact the casino’s security department directly and request a full account access log.

As we cannot confirm any wrongdoing by the casino in this matter, we are unable to assist further, and we will now close this complaint.

Best regards

Veronika