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Here is the last mail i sent to them after 6 cancelled withdrawals:

TIMELINE OF EVENTS:

1. February 15, 2026: My withdrawal of €500 was cancelled. Agent Tessa informed me that "withdrawal was cancelled because the verification of your gaming account is required" and instructed me to upload documents via the verification section.

2. February 15, 2026: I immediately attempted to upload verification documents, but discovered that the Verification section of my account displays the message: "At the moment your account does not require Verification" with status "Not verified!" — and provides NO option to upload any documents whatsoever. I reported this issue immediately.

3. February 15-17, 2026: I have contacted your support team REPEATEDLY through multiple channels:

  - Email exchanges with agents: Tessa, Sienna, Caty, Patt, Olivia, Beni, and Monica

  - THREE separate live chat escalations with agents: Path, Dave, and Millie

  - Every single agent has given the same response: "forwarded to the relevant department"

  - Agent Millie confirmed on live chat that the withdrawal block is an "administration's decision"

  - NO agent has been able to resolve the issue or provide a specific timeline

4. February 17, 2026: After 48+ hours, my €17,000 balance remains completely inaccessible. Not a single withdrawal attempt has been processed.

THE CORE PROBLEM:

Your platform has created a contradictory and impossible situation:

- You REQUIRE verification to process withdrawals

- But your Verification page explicitly states my account "does not require Verification" and provides NO document upload functionality

- This means I am UNABLE to comply with your requirement, through no fault of my own

- Meanwhile, all my funds (€17,000) remain frozen

This is not a technical glitch — this is a systemic failure that prevents me from accessing my own funds while simultaneously making compliance with your stated requirements impossible.

DEMANDS:

1. IMMEDIATE resolution: Either process my pending withdrawals OR enable the verification document upload on my account within 24 hours of receiving this email.

2. Written explanation: Provide a formal written explanation of the specific legal and regulatory grounds for blocking my withdrawals, including the specific internal restriction (code 1419) applied to my account.

3. Timeline: Provide a specific date by which this matter will be resolved — not another "forwarded to relevant department" response.

4. Escalation: This complaint must be escalated to your Compliance Officer and/or senior management. I do not accept further responses from front-line support agents who can only forward messages.

REGULATORY NOTICE:

If this matter is not resolved within 48 hours, I will be forced to:

- File a formal complaint with the Anjouan Offshore Finance Authority (your licensing jurisdiction)

- Report this matter to relevant EU consumer protection authorities

- Pursue all available legal remedies

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 that, do not share any information.

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 vabafa,

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

Dear vabafa,

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.

Dear vabafa,

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,
Karla
Casino.Guru