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On September 16th and then September 18th, I made two withdrawals of €1,500 each (needless to say, I spent 10 times that amount to resell them)! I received the first payment right away, but I didn't receive the other. My transaction history shows it as "completed," which means the chat operators have made the payment. After 15 days, I still haven't received the money and I'm hearing the same response. Finally, I was even blocked from using the chat. At the same time, I sent several emails to support, attaching the withdrawal requests, my winnings, and the statement of yesterday's bank transactions (which have documentary value and are unmodifiable, as we all know), with no response. My VIP manager, after giving me false information just to keep me quiet, no longer responds to my messages. I also believe the same thing happened in January, but for personal reasons, I haven't been able to get to the bottom of what happened. I'm enormously disappointed, frustrated, and distressed by the situation. I don't know who to turn to or how to resolve the matter, considering that I really need this money to cover expenses and bank charges. Yesterday, I actually became delinquent with them.

I'm hoping someone can help me. My bank has run all the checks and there's no record of the payment being made. Therefore, they're telling me to request the payment's ARN so I can track it down if it actually happened. This information, or any other information that would prove the transaction, isn't provided to me at all, which leads me to believe no payment was made to me.

I await your kind reply if possible.

Thank you

In data 16 Settembre e poi 18 Settembre ho effettuato due prelievi ciascuno da 1500 euro (inutile dire che per rivenderli ne ho spesi 10 volte tanto)! Ho ricevuto subito un primo pagamento, l altra non è stato da me ricevuto. Nella cronologia delle transazioni risulta in stato"completato" e per gli operatori in chat questo significa che il pagamento è stato fatto. Dopo 15 GG continuo a non ricevere i soldi e a sentire la medesima risposta. Infine sono addirittura stata inibita all'utilizzo della chat . Contemporaneamente ho inviato diverse mail al supporto allegando lee richieste di prelievo ossia le mie vincite nonché l estratto conto dei ieri movimenti bancari(con valore documentale nonché non modificabile come tutti sappiamo) senza alcuna risposta. Il mio Vip manager dopo avermi dato informazioni false al solo fine di farmi stare buona non risponde più ai miei messaggi. Credo inoltre che la stessa cosa si sia verificata a Gennaio ma per motivi personali non sono potuta andare in fondo a quanto accaduto. Sono enormemente delusa, frustrata e in difficoltà per la situazione. Non so più a chi rivolgermi e come risolvere considerando che ho realmente bisogno di questa cifra per coprire delle spese e degli addebiti in banca. Ieri sono risultata per l appunto morosa nei loro confronti.

Spero qualcuno possa aiutarmi. Dalla mio istituto bancario sono stati effettuati tutti i controlli e del loro accredito non c'è traccia, in virtù di questo mi viene detto di richiedere il codice ARN del pagamento così da poterlo rintracciare se davvero è stato fatto. Questo dato o qualunque altro che dimostri il l'operazione non mi viene in alcun modo indicato, questo mi fa credere che non ci sia stato alcun pagamento a mio favore.

Resto in attesa di una cortese risposta se possibile.

Grazie

Dear player,

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 the 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, 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.

Dear AleDo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good evening,

And thank you for taking charge of my problem, which unfortunately still remains unresolved.

The Department continues to maintain that the payment was made regularly on September 18, but as I have already demonstrated by sending the list of transactions, there is no record of any credit on my account.

My VIP Manager, who is assisting me with this dispute, reported that the initial documentation was invalid in the format submitted. Therefore, I went directly to a post office, where I was issued an official statement showing incoming and outgoing transactions.

At my bank's direction, I requested the ARN to verify the payment's traceability. I was initially sent the ARN for a payment I had already received, which was also incorrect compared to the actual one. For the missing credit, I only received an RNN, which doesn't allow for any useful verification.

I then resubmitted the documentation issued by the Post Office, but the response was once again that "the payment has been made," despite the documents stating otherwise. I asked for data useful for a concrete verification, but I was again provided with the RNN code and another alphanumeric code, neither of which were usable for this purpose.

The postal operators, after careful checks via their internal systems, confirmed that there is no credit in my favor, neither suspended nor blocked: the payment never appeared to have been made.

To date, I have received no concrete proof of the payment, nor any useful information to trace the transaction. I'm spending a lot of time writing and submitting documentation without receiving any definitive answers.

I therefore request a thorough and definitive verification of the situation, including the actual data of the alleged payment, so that I can definitively trace the transaction path or confirm the error.

It all seems ABSURD to me.

Buonasera,

e grazie per la presa in carico del mio problema, che purtroppo ad oggi non risulta ancora risolto.

Dal Dipartimento continuano a sostenere che il pagamento sia stato regolarmente effettuato in data 18 settembre, ma come ho già dimostrato inviando la lista dei movimenti, non risulta alcun accredito sul mio conto.

Il mio VIP Manager, che mi assiste in questa disputa, ha segnalato che la prima documentazione non era valida nel formato inviato. Per tale motivo mi sono recata direttamente presso un ufficio postale, dove mi è stato rilasciato un estratto conto ufficiale con i movimenti in entrata e uscita.

Su indicazione del mio istituto bancario, ho richiesto il codice ARN per verificare la tracciabilità del pagamento. Mi è stato inizialmente inviato l’ARN relativo a un pagamento già ricevuto, tra l’altro errato rispetto a quello reale, e per l’accredito mancante solo un codice RNN, che non consente alcuna verifica utile.

Ho quindi trasmesso nuovamente la documentazione rilasciata dalle Poste, ma la risposta è stata ancora una volta che "il pagamento risulta effettuato", nonostante i documenti attestino il contrario. Ho chiesto di ricevere dati utili per una verifica concreta, ma mi sono stati forniti nuovamente il codice RNN e un altro codice alfanumerico, entrambi inutilizzabili a tal fine.

Gli operatori postali, dopo accurate verifiche tramite i loro sistemi interni, hanno confermato che non esiste alcun accredito a mio favore, né sospeso né bloccato: il pagamento non risulta mai avvenuto.

A oggi non ho ricevuto alcuna prova concreta dell’avvenuto versamento, né elementi utili per rintracciare la transazione. Sto dedicando molto tempo a scrivere e fornire documentazione senza ottenere risposte risolutive.

Chiedo pertanto una verifica approfondita e definitiva della situazione, con l’indicazione dei dati effettivi del presunto pagamento, in modo da poter risalire con certezza al percorso della transazione o constatare l’errore.

Il tutto mi pare ASSURDO

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Could you please send over the relevant screenshots of your withdrawal requests and the documentation you’ve provided to the casino confirming that you haven’t received the payment?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear AleDo,

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,

Dominika

Casino.Guru