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Hello,

I made a deposit using LTC and received the first deposit match bonus. I completed all wagering requirements, played exclusively on slots, and provided all the requested verification documents. My account is now fully verified, as shown in the attached screenshot.

I requested a withdrawal of €400 to my LTC wallet, but after several days, the request was rejected. When I contacted live chat, I was informed:

"Your withdrawal request was unfortunately rejected due to technical reasons. I kindly ask you to submit a new request, and our finance team will process it as soon as possible."

Following this advice, I submitted the withdrawal request again. However, it has now been over 14 days, and I still haven't received my winnings.

I kindly ask for your assistance in resolving this issue as soon as possible.

Thank you for your support.

Dear emil091196,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. In order to assist you better and address your concerns effectively, could you please provide us with the following information?

• Have you selected the same payment method for your repeated withdrawal request?
• Have you received any further communication from the casino regarding your withdrawal requests?
• Could you please specify if you accumulated your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link to it.

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I am sorry but everything is stated in complaint.

Of cause I selected the same method to withdrawal, as I stated in my complaint I made deposit via LTC and made withdrawal to LTC. Crypto is the method.

No further communication, only live chat.

As I stated in complaint , yes I got bonus made winnings with it and completed wagering of the bonus and it is not the issue. They just dont pay me and stall my withdrawal talking about "technical issues". It is obvious to me that they just stalling for the time. Here is the link to the bonus:

https://gonzaspin.com/bonuses/106

Casino paid me.

Thank you for you attention.

You can close this complaint.

Dear emil091196,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru