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I am making this public complaint because on May 14, 2025, I deposited €10 in cryptocurrencies from Binance in this casino. They gave me a 300-spin bonus and I fulfilled everything required by the bonus and I was ready to withdraw my winnings and they didn't let me. They only returned the €10 that I had already deposited (my real ones) without bonuses or anything, and this time I won my money again. I won the amount of €290 and it was available for withdrawal, and I withdrew it, but since that day they have not made the payment to me. They made me verify the account and I did it, and they just give me the runaround.

I need you to help me get my money back as soon as possible. I need it now. I earned it by investing my real money.

Thank you.

Pongo esta denuncia pública ya que el pasado día 14/05/2025 deposité en este casino 10€ en criptomonedas desde Binance, me regalaron un bono de 300 tiradas y cumplí con todo lo exigido del bono y me dispuse a retirar ganancias y no me dejaron, me devolvieron solo los 10€ que ya había depositado ( míos reales) sin bonos ni nada, y volví a ganar está vez mi dinero, gané la cantidad de 290€ y estaban disponibles para retiro, y lo retiré, pero desde ese día no me han hecho el pago, me hicieron verificar la cuenta y yo lo hice, y solo me dan largas.

Necesito que me ayuden a recuperar mi dinero lo antes posible, lo necesito ya, me lo he ganado yo invirtiendo mi dinero real.

Gracias.

Dear Rulloco,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Rulloco,

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 afternoon, the problem continues, they don't pay me and I have already tried several methods, even cryptocurrencies, but they do not make the withdrawal in any way, when I make the withdrawal, it remains pending telling me that the financial department will look at it and it turns green, but after a few days they remove the green message from the financial department and it returns to its status as if to request the withdrawal again, I am already tired and I do not know what to do

Buenas tardes, el problema sigue, no me pagan y ya lo he intentado por varios métodos hasta por criptomonedas, pero realizan el retiro de ninguna de las maneras, cuando hago el retiro, se queda en pendiente diciéndome que lo mirara el departamento financiero y se pone en verde, pero al pasar unos días me quitan el mensaje verde del departamento financiero y vuelve a su estado como para volver a pedir el retiro, ya estoy cansado y no sé qué hacer

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

Have you made any successful withdrawals before?

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

Did you accumulate the €290 with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawal? 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 Rulloco,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.