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Hello! I made a deposit of $450! I played different games and ended up with $340 in my account! I tried to withdraw funds the same way I made a deposit! I created two requests for $145 and $188. I received two notifications by email that the withdrawal was successfully processed! The account also says that the payments were successfully confirmed! But I still haven’t received anything on my crypto wallet! The support team doesn’t respond at all in the chat or in Telegram! What’s going on? I don’t understand where my money disappeared to? Are these casinos scammers or something? I would like to see the transaction hash of my payments! Dear casino gurus, please help me get my personal funds back.

Здравствуйте! Я внес депозит в размере 450$! Играл в разные игры и в итоге у меня на счету стало 340$! Я попытался вывести денежные средства тем же способом что и вносил депозит! Создал два запроса по 145$ и 188$. На почту пришло два уведомления что вывод средств успешно обработан! В аккаунте так же написано что выплаты успешно подтверждены! Но я так до сих пор ничего и не получил на свой крипто кошелек! Саппорт вообще ничего не отвечает ни в чате ни в телеграмм! Что происходит? Я не понимаю куда исчезли мои деньги? Это казино мошенники что ли? Я бы хотел увидеть хэш транзакций моих выплат! Уважаемые казино гуру, помогите мне пожалуйста вернуть мои личные денежные средства.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Could you please provide the exact date of your withdrawal request?

Best regards,

Katarina

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.

Yes, I know that you need to wait 14 days! But this is not the case!!! I made a withdrawal to a crypto wallet! On the casino website, my requests are shown as completed! I received notifications by email that the money was sent! Several days have passed! You do understand that money is received on crypto wallets almost instantly? And the second point is that no one from support has responded for more than 3 days! Not in the live chat, not in telegram! I get the impression that these are scammers! I looked at different sites where there is a mention of this casino and the last time their representative responded was a long time ago! I hope that they at least still keep in touch with you!

Да я в курсе что нужно ждать 14 дней! Но это не тот случай!!! Я делал вывод на крипто кошелек! На сайте казино мои запросы отображены как завершенные! На почту я получил уведомления что деньги отправлены! Прошло уже несколько дней! Вы же понимаете что деньги на крипто кошельки поступают почти моментально? И второй момент то что уже больше 3 дней никто не отвечает из саппорта! Ни в лайв чате, ни в телеграмм! У меня складывается впечатление что это мошенники! Я смотрел на разных сайтах где есть упоминание об этом казино и последний раз их представитель отвечал очень давно! Я надеюсь что они еще хоть поддерживают с вами контакт!

Hello,

thank you for your message.

Could you please explain what crypto did you use?

Is there any statement available in your wallet with your past transactions? Can you share it with me to my email katarina.d@casino.guru?

Do you still have an access to your player's account, please?

Looking forward to your reply,

Katarina

USDT. I still have access to the account. I sent it to your email.

USDT. Доступ к аккаунту до сих пор есть. Отправил на почту вам.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello yatsik13,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear yatsik13,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as unresolved.

On top of this, it seems that the casino has stopped operating entirely, and we cannot access their site anymore. Sadly, in such situations, there is nothing else we can do.

We truly regret that we couldn’t assist you further in recovering your funds. Please rest assured that your experience has been documented and will remain visible on our website to warn other players.

If you decide to play in the future, I strongly recommend choosing only casinos with a high Casino Guru rating and an active Fair Gambling Codex badge, as those operators show genuine commitment to fair play and responsible gambling.

We wish you the best of luck in the future and hope your next gaming experience will be a much more positive one.

Best regards,

Martin