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After making a withdrawal of 20,000 pesos, minutes later they reject it, and when I contact them, they tell me I need to verify my account. I upload all my documentation to the platform and in the same chat, the advisor confirms the verification ✅ and I also receive two notifications of my successful verification. The advisor tells me that I can now successfully withdraw my money. I make my withdrawal again, and they reject my withdrawal again. I contact them again, and they tell me again that I need to verify my account. I show them evidence that they confirmed my verification, but I still upload all the documentation again. They confirm again that everything is in order and that I can now withdraw. The next day, September 19, I contact them because my withdrawal still isn't reflected and it's not visible in my account. However, they ask me for verification again, and I show them all the evidence again, but I still upload everything again. They keep asking for document verification over and over again, even though the platform already marks the payment as approved and shows it as paid. Apparently, requesting document verification every time you contact them is the casino's modus operandi to avoid paying, since all the documentation is uploaded correctly, and the worst part is that they themselves confirm that it has been verified. Now my withdrawal shows as approved and paid, and I haven't even received anything. Please help me with these scammers.

Después de realizar un retiro de 20 mil pesos, minutos después lo rechazan y al comunicarme con ellos, me dicen que necesito verificar mi cuenta. Subo toda mi documentación en la plataforma y en el mismo chat, el asesor me confirma la verificación ✅ y me llegan también dos notificaciones de mi verificación correcta y el asesor me dice que ya puedo retirar correctamente mi dinero. Vuelvo a realizar mi retiro y nuevamente me rechazan mi retiro, vuelvo a comunicarme nuevamente y me dicen otra vez que debo verificar mi cuenta. Les muestro evidencia de qué ellos confirmaron mi verificación, pero aun asi les vuelvo a subir toda la documentación. Vuelven a confirmar que ya esta todo en orden y que ya puedo retirar. Al siguiente dia 19 de septiembre me comunico con ellos ya qué mi retiro aun no se ve reflejado y tampoco se ve en mi cuenta. Pero me vuelven a pedir nuevamente la verificación y les vuelvo a mostrar otra vez toda evidencia, aun asi vuelvo a subir todo. Siguen pidiendo verificación de documentos una y otra vez, siendo que la plataforma ya marca como aprobado el pago y lo muestran como pagado. Al parecer el pedir la verificación de documentos cada vez que los contactas es un modus operandi del casino para no pagar, pues se sube toda la documentación correctamente y lo peor es que ellos mismos confirman que ya quedo verificado. Ahora mi retiró aparece como aprobado y pagado y ni siquiera me ha llegado nada. Ayudenme por favor con estos estafadores.

Dear player,

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 the 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

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.

The problem is that they are already acting badly, since they themselves confirm the verification and that I can now withdraw.

The last withdrawal attempt was supposedly approved and paid, they did not return my balance or my casino account.

That money was won playing without any kind of promotion; it was all won with real money and without promotions. Please help me with this, as I see they use this type of modus operandi. I've never had any problems in any of the casinos I've registered with. This is the first time it's happened to me, and they don't want to pay me.

El problema es que ellos ya estan actuando mal, pues ellos mismos me confirman la verificación y que ya puedo retirar.

El último intento de retiró ellos supuestamente lo aprobaron y pagaron, ya no regresaron mi saldo ni a mi cuenta de casino.

Ese dinero se gano jugando sin usar ningun tipo de promoción, todo se gano con dinero real y sin promociones. Por favor ayudenme con esto, ya que veo que usan ese tipo de modus operandi. En todos los casinos donde me he registrado nunca he tenido problemas, es la primera vez que me ocurre y que no me quieren pagar.

Dear player,

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.

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

Dear player,

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,

Dominika