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I am requesting the sum of 160 euros that I was unable to withdraw.

Richiedo la somma di 160 euro che non sono riuscito a prelevare

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 if you have made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Could you please describe in more detail the problem with withdrawing your winnings from the casino? Do you see any error messages when you attempt to withdraw your balance? If so, kindly send me a screenshot of the error you see.

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

The withdrawal phase did not work

Non funzionava la fase di prelievo

And I couldn't withdraw and there was a problem that they solved after

E non sono riuscito a prelevare e c era un problema che hanno risolto dop

But I lost them like this

Io però così li o persi

Thank you for your response. Just to clarify, did you lose the €160 during gameplay because the casino had not processed your withdrawal request?

Dear Dani87654,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.