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My withdrawal was canceled without a specific reason. They asked for a lot of documents and clarifications. A week later, my winnings of 800e were removed and 100e left in the account. I played with a bonus, 70e. and the wagering requirement was met. I tried to withdraw with the card I used to make the deposit, but that payment method could not be used to withdraw. They asked me to deposit in another way so that I could withdraw my winnings, so I deposited another 30e with Zimpler and used that to request a withdrawal.

Kotiutukseni peruutettiin ilman tarkempaa syytä. Pyysivät paljon asiakirjoja ja tarkennuksia. Viikon päästä oli voittoni 800e poistettu ja tilille jätetty 100e. Pelasin bonuksella, 70e.ja kierrätys täyttyi. Yritin nostaa visalla millä tein talletuksen niin sillä maksutavalla ei voinut kotiuttaa. Pyysivät että tallennan muulla tavalla millä pystyn voittoni kotiuttamaan joten tallensin lisää 30e zimplerillä ja sillä pyysin kotiutusta.

Dear Marylili,

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

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.

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

Dear Marylili,

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

We’ve reopened this complaint at the request of Marylili. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

So the problem is that my withdrawal was cancelled and my winnings were voided. I can't get a specific reason for this.

Eli ongelma on että kotiutukseni peruttiin ja voittoni mitätöitiin. Tarkkaa syytä tähän en saa.

Dear player, 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?

Could you please specify the bonus you used?

How much did you deposit to activate the bonus?

Could you please share your communication with the casino? 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.

Email sent.

Sähköpostia lähetetty.

Dear player, could you please clarify whether the casino has given you a specific reason for refunding only your deposits? Do you know if it was due to a bonus terms violation or any verification issue?

Kindly request your full game history from the casino in Excel format, and once you receive it, please send it to me at [email protected] for further review.

I didn't get any reason why the deposit was returned and my winnings were confiscated. I made a request to the casino for my gaming history.

En saanut mitään syytä miksi talletuksen palautettiin ja voittorahani takavarikoitiin. Laitoin kasinolle pyynnön pelihistoriastani.

They won't send my game history until I fill out a form with all my personal information. The form is attached to the email, but opening the form doesn't work.

Eivät suostu lähettämään pelihistoriaani ennenkuin olen täyttänyt lomakkeen jossa on kaikki henkilötietoni. Lomake on liitteenä sähköpostissa tosin lomakkeen avaus ei toimi.

It may take about a month before they send the game history.

N. Kuukausi saattaa mennä kunnes lähettävät pelihistorian.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

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.

Hello there,

Thank you Marylili for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lunar Spins Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded, if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter