Spaceslotz Casino - Povlačenje igrača je odloženo.

I requested a withdrawal on March 3, 2026. My account is verified. I made deposits previously and chose the same withdrawal method as I used for the deposit. I keep getting the runaround in the chat. Please help.

Ich habe am 03.03.2026 eine Auszahlung beantragt. Mein Konto ist verifiziert. Ich habe vorher Einzahlungen getätigt und auch die selbe Auszahlungsmethode gewählt wie ich eingezahlt habe. Im Chat werde ich immer nur vertröstet. Bitte um Hilfe

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 Nicozur,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

Please allow me to ask you a few questions so I can better understand the situation:

• Have you made any successful withdrawals before?
• Could you please confirm which verification documents you have already submitted and when?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Petra

Dear Nicozur,

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,
Petra
Casino.Guru

Dear Nicozur,

We have reopened your complaint based on the additional information you recently provided. We would like to give this case one more opportunity to be resolved and help both parties reach a satisfactory conclusion.

To clarify the situation, could you please provide answers to the following questions:

• Did you play using bonus money or free spins?
• Was it a free (no-deposit) bonus?
• Was your payment method fully verified?
• Additionally, if you have any further communication with the casino (such as screenshots, emails, or chat transcripts), please share it with us. You can either reply directly to this email or send the documents to: petra.h@casino.guru, or upload them to the complaint thread.

Thank you again for your cooperation.

I won with a bonus. But I had to wager the bonus before requesting a withdrawal.

Ich habe mit Bonus gewonnen. Aber den bonus umgesetzt bevor ich eine Auszahlung beantragt habe

My account is fully verified.

Mein Konto ist vollständig verifiziert

Dear Nicozur

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 Munya (munya.s@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,

Petra

Dear Nicozur,

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 Spaceslotz Casino to join this conversation and assist in addressing the complaint.

Dear Spaceslotz Casino,

Could you please provide your comments regarding this matter?

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

Hello Munya

It's good to hear that you're trying to clarify my issue. I'm very curious.

Hallo Munya

Schön zu hören das Sie mein Anliegen versuchen zu klären. Ich bin sehr gespannt.

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.

At this stage, we are still attempting to establish contact with the casino through an alternative communication channel in the hope of obtaining their cooperation regarding this case.

We will allow the casino a final period of 7 days to respond before proceeding further. If we do not receive any reply within that timeframe, we may unfortunately have to close the complaint as unresolved due to the lack of cooperation.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Munya Shumba