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CHARLATANS. THIEVES. SCUMBAGS!!!

Hi Folks. Well. If you Read My Review Title, then I CAN ASSURE you that is being VERY POLITE.

I Have a GAMBLING ADDICTION, and opened an Account with these THIEVES. Months AGO.

I HAVE DEPOSITED Thousands, Upon Thousands of Pounds, and they HAVE TAKEN it WITHOUT CONFIRMING THAT I AM WHO I SAY I AM. Or if it's Even My Account.

But as Soon as I WIN, and TRY to WITHDRAW it.

THEY WANT EVERY SINGLE DETAIL FROM MY BANK DETAILS. FULL NAME. BANK STATEMENTS. LAST DEPOSIT. ETC ETC. INCLUDING MY INSIDE LEG MEASUREMENTS. AND TO NAME EVERY PET I'VE EVER OWNED. I JEST ON THE LAST PART. BUT WHAT HOOPS THEY MAKE YOU JUMP THROUGH ARE RIDICULOUS.

I WANTED TO WITHDRAW £195. and they Said a Copy of My Driving Licence would Suffice.

SO

I Got PAID the £195 into My bank account. Yipeeeee.

Fortunately. I Won Again, and WITHDREW MORE MONEY ( 3 DIFFERENT AMOUNTS ), ON THE SAME DAY THAT THEY PAID THE £195 ABOVE. WITH JUST MY DRIVERS LICENCE.

BUT TO MY UTTER SHOCK 😲.

THEY RETURNED THE 3 PAYMENTS TO MY GAMBLING BALANCE. DEMANDING THAT I GIVE THEM ALL THIS INFORMATION SO THAT THEY CAN ASCERTAIN THAT IT IS MY BANK ACCOUNT ( EVEN THOUGH THE FACT THAT THEY PAID THE ABOVE AMOUNT INTO THE ACCOUNT THAT THEY HAVE TAKEN MONEY FROM FOR MONTHS AND MONTHS. WHICH IS CLEARLY MY BANK ACCOUNT ).

I SUPPLIED THEM WITH MY BANK CARD. STATEMENT. BRAIN INJURY CARD. MENTAL HEALTH LETTER. NAME. D.O.B. ADDRESS. POST CODE ETC ETC ETC ETC ETC ETC ETC ETC.

I COULD GO ON, BUT THESE PEOPLE HAVE PUSHED ME OVER THE EDGE.

I HAVE BEEN HANGING ON AFTER TAKEN 2 OVERDOSES SO FAR THIS YEAR. AND WHILST I THOUGHT THERE WOULDN'T BE ANY PROBLEMS. SEEING AS THEY'D ALREADY PAID OUT.

I WAS BUZZING. AND PLANNED TO GO SEE MY GRANDKIDS WHOM I HAVEN'T SEEN SINCE OCTOBER.

SO. TO HAVE MY HOPES DASHED AGAIN. AND HAVING NO OTHER WAY OF PROVIDING THEIR RIDICULOUS DEMANDS.

THIS HAS DONE FOR ME.

THE LAST NAIL IN MY COFFIN.

I HOPE THAT THIS REVIEW IS ALSO TAKEN AS MY SUICIDE NOTE. AND THAT THIS SCAMMING. SCUMBAG COMPANY.

DON'T GET ALLOWED TO CARRY ON PERSECUTING PEOPLE WHO HAVE THE MISFORTUNE OF USING THEIR WEBSITE.

BE SAFE EVERYONE 🙏 ❤️ ☺️ .

PLEASE AVOID THIS COMPANY LIKE THE PLAGUE. ALTHOUGH THAT'S NOT BEING FAIR TO THE PLAGUE.

THIS IS 100% REAL. HONEST. AND ME RELUCTANTLY BEING FAIR.

THANKS ❤️ 😊.

Date of experience: August 13, 2025

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Your situation sounds incredibly frustrating, and I want to assist you as best as I can. In order to better understand the issue and investigate further, could you please provide me with more details?

• What specific reasons did the casino give for returning your withdrawals to your gambling balance?
• Have your bank statements been approved and verified by the casino, or are these documents still pending verification?
• Can you confirm if you have sent all the required documents the casino requested? If so, when exactly did you send the last one?
• Have you informed the casino of your gambling addiction and requested to be self-excluded?

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

Please also remember that you don’t have to deal with your gambling problem alone. If you ever feel overwhelmed or in danger of harming yourself, I strongly encourage you to reach out to someone you trust or to seek professional help immediately. Your well-being is very important.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

1. They said i needed provide verification of identity

2. Pending verification. I provided a photo of PDF of my bank statement (not a Screenshot)

3. No, they requested information I couldn't provide eg. Swift number, ibn number). I provided driving licence, brain injury card, men

Please forward me the most recent email communication between you and the casino regarding the verification of your account at veronika.f@casino.guru.

Also, kindly forward me the documents you sent to the casino that are still pending verification as well.

Have any of your documents been approved in the meantime?

Hi Veronika. Sorry for the late reply.

I nearly missed this, as I DIDNT RECEIVE ANY EMAILS About it.

I Only looked at this by Chance.

Anyway. I'll enclosed what I Can. But I earn you that I am a COMPLETE TECHNOPHOBE. So May have problems 😕 😪 🙄 😫. But I WILL TRY MY UTMOST.

But it'll have to be tomorrow, or Tuesday. As I CAN'T GET INTERNET ACCESS RIGHT NOW.

AND I DON'T KNOW HOW TO ADD EMAIL MESSAGES ONTO THIS PAGE.

GOING TO SOUND STUPID. BUT I DON'T EVEN KNOW WHAT MOST OF THE SYMBOLS ABOVE MEAN. OR WHAT THEY'RE FOR.

SO. SORRY VERONIKA 😞.

🙏❤️😊. Xxx

Thank you for your response and for forwarding your emails. I have reviewed your communication with the casino, and it seems they require you to provide the following details:

Bank name - (answer here)

Bank’s official address - (answer here)

BIC (SWIFT) - (answer here)

Your full name - (answer here)

Are you able to complete these fields and send the information directly to the casino?

THEY ARE DISGUSTING. TAKING THOUSANDS OF ME WITHOUT CONFIRMING MY IDENTIFICATION. THEN MAKING IT SO DIFFICULT TO WITHDRAW A PITTANCE IN COMPARISON.

THANKS VERONIKA ❤️ 😊 🙏. Xxx

I completely understand why you see it as unfair that deposits were taken without extra checks, but withdrawals now require additional steps. Unfortunately, offshore casinos usually verify accounts before processing withdrawals, and this sometimes results in frustrating delays.

Can you please confirm if you have already sent the information I mentioned in my previous response directly to the casino, or if you are still having difficulties providing it? Knowing this will help me understand where things currently stand and how I can best assist you.

I want to reassure you that you don’t need to go through this alone. If at any point you feel overwhelmed, please consider reaching out to someone close to you or to a professional support service. Your safety and well-being matter most.

Hello Phillothommo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

The player informed us via email that he received his winnings and the issue has been resolved.

Dear Phillothommo,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru