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FIRST OF ALL THIS GUYS ARE BIG TIME SCAMMERS !

TODAY I EARNED $175 USD FROM ONE OF THEIR CHRISTMAS EVENT GIFT ' CHEST ' AND WHEN I REQUESTED WITHDRAWAL OF THE $175 USDT AMOUNT TO MY WALLET, IT INSTANTLY GOT INTO ' PENDING ' STATUS FOREVER, AND DID NOT GOT PAID, TILL NOW.

AFTER THAT I WENT TO THEIR LIVE CHAT + CONTACTED MY VIP MANAGER + GONE TO THE CASINO SOCIAL CHAT ALSO TO COMPLAIN, AND AFTER I DONE THIS 3 STEPS, I GOT MY ACCOUNT DEMOTED FROM PLATINUM RANK #2, DOWN TO BRONZE LEVEL 4, GOT BLOCKED BY THE CASINO MANAGER ON TELEGRAM ON MY 2 TELEGRAM ACCOUNTS, AND ALSO GOT BANNED FROM THE SUPPORT LIVE CHAT AND THE SITE SOCIAL CHAT FOR THE REASON OF ' POSSIBLY BEING AN ABUSER ' (AS YOU CAN SEE ON THE IMAGES PROOFS IN ATTACHMENT TO THIS COMPLAINT HERE).

SO I DEMAND

1) THE PAYMENT OF MY $175 USD THAT I HONESTLY EARNED AS PRIZE TODAY FROM THEIR CHRISTMAS EVENT GIFT CHEST.

2) A PUBLIC EXPLANATION TO THIS '' POSSIBLY ABUSER '' BS THAT SOUNDS TOTALLY WEIRD AS I'VE DONE NOTHING WRONG SO FAR ON THIS MF SITE !!

3) ALSO A PUBLIC / OFFICIAL STATEMENT BY THEM AND THEIR CASINO MANAGERS REGARDING THESE STUPID SITUATION/THE BLOCKING FROM THE CASINO LIVE CHAT, BLOCKED BY THE CASINO MANAGER ON TELEGRAM, AND BLOCKING FROM THE SITE SOCIAL CHAT AS WELL !

THEY HAVE TO EXPLAIN ALL THIS VERY WELL AND RESOLVE THIS ISSUES BECAUSE THIS IS = VERY SHADY / SCAMMY BEHAVIOR

BY THEM, IN MY OPINION !

Important notice:

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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 Loirorico,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, the issue is unfortunately MORE SERIOUS than just a withdrawal concern !

They have RESTRICTED my account today from making any withdrawals/blocked it, and REFUNDED my withdrawal attempt!

So i can basically DO NOTHING on their stupid site anymore !

As i mentioned on the complaint, they also have BLOCKED ME ON TELEGRAM and BLOCKED ME ON LIVE CHAT ' on-site '' both on the SUPPORT LIVE CHAT and on the PLAYERS/SOCIAL LIVE CHAT on-site, as well.

Here's in attachment 2 proofs of that.

So i need the complaint to be proceeded, because they did all that WITHOUT ANY VALID GROUNDS behind this decisions, so it's definitely UNFAIR and SCAMMY behavior on their end, to AVOID PAYING MY WINNINGS !

FOR CASINO GURU: Please fix your website on BRAZIL country because Brazilian people like me are unable to complain against SCAM casinos online because your website version in BRAZIL IS NOT WORKING !

Which forced me to create this account and open this complaing using a VPN from Florida.

So make sure you FIX your website in BRAZIL properly.

As well as FIX this complaint here because I AM NOT FROM USA/FLORIDA at all.

And i don't want the casino staff to THINK that i'm breaking their rules against USA citizens not being allowed on their site.

They know VERY WELL what my country is from my IP address SINCE REGISTRATION times/days.

But i'm just saying that IF THEY ARE DISHONEST people, they might try to use this excuse against me here, based on my casino guru profile.

So kindly please FIX THIS on the complaint and assign my REAL COUNTRY BRAZIL on it. And please FIX YOUR WEBSITE IN BRAZIL and make it DISPLAY correctly/work correctly so that ALL Brazilian citizens like me can have a chance to complain against scammy online casinos and get treated FAIRLY/WITH JUSTICE, ok !

Thanks.

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

Dear Loirorico,

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,

Attila

Dear Loirorico, could you please confirm whether you have received an explanation from the casino regarding the blocking of your account?

If so, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Hello Attila!

Absolutely NO EXPLANATIONS and NO COMMUNICATIONS AT ALL !

They simply BLOCKED ME ON TELEGRAM, ON THE SITE SUPPORT LIVE CHAT, and on the site PLAYERS LIVE CHAT as well, altogether, and restricted me from WITHDRAWING MY WINNINGS as well !

So no, no communications or explanations from this scammers at all !

This is screenshots, of the last communication ATTEMPTS i made with them.

They just said i was getting DEMOTED to bronze rank for being '' possibly abuser '' LOL (what an excuse to avoid paying my winnings LOL!) and then blocked me on site live support chat and on telegram, as well.

As you can see on this images !

Hello Loirorico,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Loirorico, thank you for your response. Could you please advise on your gaming history in this casino? Have you made any deposits and withdrawals in the past? Have you played with any bonuses?

Thank you in advance for your reply.

Hello attila here i provide my account stats history screenshot as of now.

As you can see YES i have deposited a total of almost $300 USD and am currently even IN LOSS on their site as i have accumulated only $140 USD approximately in withdrawals.

I deposited $300 usd in total and then i noticed their site games was unfavorable/not much good.

So after the deposit of the $300 and the loss of it, i simply refrained from depositing any money further on there since i knew it would get lost again, and i kept focusing on ' other better sites ' (As this casino is very small as well).

And then christmas time came and they gave the christmas giftboxes. It's my right to get it as well because after all i'm not an abuser at all as i have BEEN IN LOSS on their site and TRULY/ACTUALLY deposited some money to play there pretty much ($300 in total) which got lost, as i said.

So in ONE DAY in ONE of this giftboxes i was prized with $175 USD.

And requested withdrawal of it, which is the issue this scammers do not want to pay saying i'm abuser and bla bla bla, just a stupid excuse to avoid paying my LEGITIMATE winnings from the christmas giftbox.

If they gave christmas giftbox for my account and it was available to claim, they SHOULD HONOR the winnings and payout/release my withdrawal.

If they did not wanted to, they could have locked my account from even grabbing the christmas giftboxes at all with the '' excuse '' of MORE DEPOSITS being needed.

But they did not and since it was available for my account specially with $300 in total deposits so far, then I'M ENTITLED to the giftboxes and entitled to the WINNINGS of $175, as well.

That's it Attilla, thanks.

Dear Loirorico, thank you for your response. Could you please confirm whether you have wagered the $175 winnings from the Christmas Giftbox before requesting a withdrawal?

Thank you in advance for your reply.

Hello Attila, no, as i was in LOSS on their casino, that $175 USD withdrawal '' at that time '' would be important for me, so no, i have not wagered anything after winning it, and was expecting them to be HONEST and allow me to pay / withdraw my winnings!

Specially, since i was in LOSS '' yet '' (even with this withdrawal) on their casino still.

That's it.

Thank you.

Dear Loirorico, thank you for your response. As the promotion from which you have won the prize is currently inactive, I am unable to verify the terms and conditions. However, it is quiet likely that the reason you are unable to withdraw the prize is due to wagering requirements. I would like to advise you to reach out to the customer support to find out whether any additional wagering is required.

Please let me know of any further developments.

Best regards,

Attila G.

Nope brother, there was absolutely NO WAGERING REQUIREMENTS on the christmas giftbox at all, period.

I had won OTHER smaller amounts from the same christmas giftbox event (it was not only this biggest one $175) and had INSTANTLY withdrawn it, before.

Here's PROOF of that...

See here man this 2 images, they PROVE to you that the giftbox + my account was ELIGIBLE to withdrawals from the giftbox prizes (As i've withdraw a prize from it BEFORE)

At exactly 6AM my time of 11-12-2025, i have won $25 USD = AGAIN

from the christmas giftbox, and INSTANTLY requested WITHDRAW of the amount as you can see !

And IT GOT PROCESSED INSTANTLY, so with this, you can see that your claim about the wagering requirements (and about ELIGIBILITY of withdrawing the giftbox prizes) = DO NOT CHECK OUT ❌

Because even WITHOUT the terms & conditions presence from the event / promotion in question

But you can see that BY LOGIC only, if i was ABLE to withdraw $25 USD from the SAME PROMO (And was thus ELIGIBLE for it), then WHY THE HELL i would not be eligible to withdraw the $175 which was, again, from the SAME PROMO ?

And was earned BY PURE LUCK alone, no cheating or any tricks whatsoever?

Makes no sense, right ?!

So based on this buddy, i request you to INVITE THEM HERE TO MY CASE (THE CASINO)

AND TO = LET THEM TALK.

And explain themselves about it.

JUSTICE has to be made buddy.

So kindly please invite them HERE, and let THEY DO THE TALK now, and move the case forward officially by inviting and letting the casino staff speak here on this case to defend themselves.

As it's clear they are using BAD FAITH to not pay MY HONESTLY EARNED WINNINGS, from the christmas event giftbox !

Thanks.

Dear Loirorico,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear Loirorico,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Howl Casino to join this conversation and assist in addressing the complaint.

Dear Howl Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 Loirorico,

I have contacted the casino representative outside of the complaint thread once again in the hope of receiving a response as soon as possible. I will extend the timer by an additional seven days. Your patience is much appreciated.

No problems Stefan, thank you very much.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru