Casina Casino - Igrač se suočava sa problemima sa povlačenjem novca zbog potraživanja računa.

It tells me that I have multiple accounts, it was a scam, I own an account

Mi dice che ho multi account è stato fatta una truffa sono possessore di un account

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Biagio99ab,

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 that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Dear Biagio99ab,

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, no one in my family has another account and the winnings were made with my top-up.

Ciao nessuno della mia famiglia ha un altro account e la vincita è stata fatta con una mia ricarica

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the accusations of having multiple accounts at veronika.f@casino.guru. Kindly include emails, screenshots, chat transcripts, and all other evidence that could be relevant to the investigation of your case. I appreciate your cooperation.

Dear Biagio99ab,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru