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A nightmare to withdraw my funds

I have been a verified user of this platform for over 2 years. During this time, I’ve made numerous deposits without any issues, but I never tried to withdraw my funds—until now. My experience has been a total disaster.

The Verification "Games":

When I finally tried to take my money out, they started a never-ending verification process. They rejected my withdrawal multiple times, demanding "selfie" photos of me holding various objects. Then, they kept rejecting the photos due to "poor quality" (which was just an excuse).

Broken Promises:

Once I finally provided everything they asked for, my withdrawal went into "pending" status. It has been 4 days now, even though their own Terms and Conditions clearly state that withdrawals take anywhere from 5 minutes to 2 days.

Customer Support is Non-Existent:

The Bot: I am stuck in a loop talking to a chatbot that provides zero help.

Emails: I have sent multiple emails to their support team and have received zero replies.

They were more than happy to take my money for two years, but now that it's time to pay out, they’ve gone silent. I wouldn't wish this experience on anyone. Be warned: getting your money out is a nightmare.

Important notice:

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Dear szanklet88,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawal and verification process.

Thank you also for the screenshots you have already provided—they are helpful.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• What is the current status of your withdrawal (still pending, rejected, or canceled)?
• Did the casino specify exactly what was wrong with the previously rejected photos (e.g., resolution, lighting, missing details)?
• Could you confirm whether all your account details (name, address, payment methods) are in your own name?
• When was your last communication with the casino, and did they provide any timeline for processing your withdrawal?

Additionally, if you have any further communication with the casino (emails, chat transcripts) or additional screenshots, please feel free to forward them to petronela.k@casino.guru so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

What is the current status of your withdrawal (still pending, rejected, or canceled)?

Since all documents are fine, all my KYC profile is on green, and fully verified withdrawal has peending status. (4 days soon) Theyre terms saing 5 minuts to 2 days. So exceeded twice.

Did the casino specify exactly what was wrong with the previously rejected photos (e.g., resolution, lighting, missing details)?

Yes, crypto adress was new, they asked for pic of me holding my crypto adress...they keep canceling request becouse of some blur, then quality...

Could you confirm whether all your account details (name, address, payment methods) are in your own name?

Sure, and KYC page saing fully verified also.

When was your last communication with the casino, and did they provide any timeline for processing your withdrawal?

Well bot chat answered, after i provide details, terms and conditions timeline exceeded and it gave me support email adress...where im writed dozen emails alredy, 0 responce

Dear szanklet88

According to our records, the payout was received.

Can you please confirm if the "issue" is resolved?

Regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear szanklet88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela