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My winning amount is not settled till now..won 22100.00 on 8th of october 2025 but they have not added on my gaming wallet instead they are saying it's already settled but i have got that winning amount..further they don't want to give me details of my settled amount like when it was settled and how i spend my money since i have not withdrawn it or spend it by playing game..if they are saying it added then where is my money gone ..they are ignoring my request to settle it..

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Can you see your winnings in your gaming history? Has the casino confirmed whether the bet was settled correctly and that the winnings should be credited to you?
• Do you have any screenshots, emails, or chat transcripts of your conversations with customer support regarding this issue? If so, kindly forward them to me at veronika.f@casino.guru.
• Also, please request the casino to send you your gaming history starting from 8 October in an Excel file, and then forward that file to me. This will allow us to check your gameplay and verify whether the winnings were credited to your balance and whether they were used for further play.

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

I have sent the screenshot of my details

Unfortunately, the screenshots you sent me are not sufficient for us to conclude that something unfair is going on. From the pictures, it’s not clear that the winnings belong to your account, as there is no identifying information visible. Additionally, you still haven’t provided any transcripts from your conversations with customer support.

Please send me additional evidence — such as videos or screenshots clearly showing that they come from your account — to veronika.f@casino.guru.

Dear Deepak_17,

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,

Veronika

Casino.Guru