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I have won an amount of 10,515 within the last week or so over numerous bets but have yet to be able to actually remove any funds from my account

Dear Scotthunt,

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 Scotthunt,

Have you received your withdrawal from the casino yet?

No haven’t been able to collect all the winnings.

so far I’ve had 2 withdrawals accepted which took well over the 36hrs states and all other ones rejected!

mad any gambler I’ve now started just using the money which was in the account to entertain myself so I’m now down to £4500

with no outlook of actually being able to get the funds out !!

i wish I could just get it out in one go, that way I wouldn’t be gambling again but they just keep telling me I can’t and have to put requests through individually for 400 euro maximum and wait for it to be accepted..

so it’s just a scam really as they know the longer it’s in the account the players will end up giving the winnings back to them

Hello Scotthunt,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize for my late reply, Scotthunt. 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 your winnings with or without an active bonus?

Thank you.

Dear Scotthunt,

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.

I was able to withdraw 1200 euro with of withdrawals then started being rejected again.

the money has now gone back into their system because I wasn’t able to take it out. And that’s the issue

when I cannot take the funds straight away I end up putting it all back on..

I did state that to them that I needed to get a withdrawal as I feel I have a gambling issue and that I would spend it again.. which is exactly what’s happened

so there is now no money left within the account

Do you currently have access to your casino account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. I am mainly interested in messages where you indicated gambling issues.

Thank you in advance.

Dear Scotthunt,

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.