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I have two withdrawals that the casino has blocked for no reason.

one from July 27th and one from today, August 20th. I've sent numerous emails and they still don't solve the problem.

More than the amount, it's the casino's lack of assistance that's worrying.

Ho due prelievi che il casino' ha bloccato senza alcun motivo.

uno del 27/07 e uno di oggi 20/08. ho mandato numerose mail e continuano a non risolvere il problema.

piu' che l'importo, e' la mancata assistenza da parte del casino che preoccupa.

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 screenshots of your withdrawal requests or your recent communication with the casino regarding the delay? 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.

• I've never had any problems before. The withdrawals have always been regular.

The first one was blocked due to an identification/KYC request. Once approval was completed, they never proceeded with the payment.

• The second payment was blocked yesterday for no reason.
• I confirm that KYC has taken place.
• I always give up bonuses
• email sent to your address with email exchange that took place with the casino.

Thank you for your attention to my case.

HI

• non ho mai avuto problemi prima. i prelievi sono stati sempre regolari.

il primo e' stato bloccato per richhiesta identificazione/kyc. una volta ultimata l'approvazione, non hanno mai provveduto al pagamento.

• il secondo pagamento e' stato bloccato ieri senza alcun motivo.
• confermo kyc avvenuta.
• rinuncio sempre ai bonus
• mail inviata al tuo indirizzo con scambio mail avvenuto col casino.

grazie per l'attenzione al mio caso

ciao

Thanks for your reply and the explanation

Unfortunately, I haven't received any email from you.

If the issue with the casino persists, try sending the information from a Gmail.com email address or any similar popular email service. I apologize for the inconvenience.

My email is tomas@casino.guru

Thanks for your cooperation.

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

Dear Claudio73,

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