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They don't want to pay my retirement....

Hello

I made a deposit of 3000 USDT at this casino. I played for a while, alternating between sports and casino games, and was lucky enough to get my account balance up to approximately 21,000 USDT. I tried to withdraw 16,000 USDT and that's when the problems started.

• My access to my account has been restricted
• I later recovered the account but I didn't have my balance.
• Then they told me I had violated the terms and conditions (which they never clarified what they were).
• Then they told me I could withdraw the funds, but they only paid me what I had deposited.
• Basically, they stole 18,000 that I had legally won from casinos and sports betting.

No me quieren pagar el retiro....

Hola

hice un deposito de 3000 usdt en este casino, estuve jugando un tiempo entre deportes y casino, tuve la suerte de llevar la cuenta hasta 21.000 aprox, intente hacer un retiro de 16.000usdt y empezaron los problemas

• Me restringieron el acceso a mi cuenta
• luego recupere la cuenta pero no tenia mi saldo
• luego me dijeron q había violado los términos y condiciones ( que nunca me aclararon cuales )
• luego me dijeron q podía retirar los fondos y solo me pagaron lo q habia depositado
• basicamente me robaron 18.000 que habia ganado de manera legal entre casino y deportes

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 carfer,

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

They didn't ask me for verification, yet I sent my documents but nothing changed

no me pidieron verificacion, aun asi, envie mis documentos pero no cambio en nada

Dear carfer,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They simply stopped answering me.

so I have no answer

directamente dejaron de contestarme

asi que no tengo ninguna respuesta

Dear carfer, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Karla

I'm going to answer your questions in order.

1- No, I was new to the site, I deposited 3000 USDT, played sports betting and was lucky enough to win, I brought the account to 21k, I wanted to withdraw 16k and the problem started

2- They never asked me to verify my account, but I still sent my ID and a selfie with my ID, just in case they needed it.

3- Accumulate my earnings without bonus

4- both

te voy a responder tus preguntas por orden

1- No, era nuevo en el sitio, cargue 3000usdt, jugue casino deportes y tuve la suerte de ganar, lleve la cuenta a 21k, quise retirar 16k y empezó el problema

2- nunca me pidieron verificar la cuenta, aun asi, envie mi id, selfie con mi id, por si lo necesitaban

3- acumule mis ganancias sin bono

4- ambos

Dear carfer,

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, Barbora, ([email protected]). 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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1xBit Casino representative to join this conversation.

Dear 1xBit Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Dear Player,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora