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After I won $1002.62 I asked for a withdrawal. They said it was processed via pay id and sent me a pay id receipt however 5 days later I still haven’t received the money.

Dear ysgxtmygpb,

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 ysgxtmygpb,

Have you received your withdrawal from the casino yet?

Hello

no I haven’t received any payment from the casino

Thank you for your reply, ysgxtmygpb. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I didn’t take any bonuses for this exact reason. I didn’t want them to be able to get out of it. No complrted withdrawals have been made at all from this casino. KYC is not required because they just pay id the money back. They sent me a pay id receipt showing the payment had been made however I never received it. They said would take 24 hours but 2 weeks later, still nothing

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I apologize, but these screenshots do not have the best quality and I am not able to read anything. Can you try uploading them again or forwarding them in higher resolution to my email address? Thank you very much.

I will email the screen shots to you now

I have emailed the screen shots to Kristina.s@casino.guru

The current status of the withdrawal is ‘completed’ which it showed the same day I took it out when they apparently pay id’d me the amount as per the attached receipt I forwarded to you

Thank you very much, ysgxtmygpb, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, ysgxtmygpb!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Sounds good Pavel, I’ll look forward to seeing what they have to say about it since they clearly never paid the winnings.

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.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team