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i made withdrawal 2 days ago still pending

Dear khalikmamu0,

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 khalikmamu0,

Have you received your withdrawal from the casino yet?

no i havent

Thank you for your reply, khalikmamu0. 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?

Yes I have made now they have closed my account permanently

I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

yes i have made withdrawal before

and kyc is done

it was real money

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

no they are not replying.no answer jus blocked.

i played AVIATOR

Thank you very much, khalikmamu0, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.  

Hello, khalikmamu0!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

They won't reply for sure

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.

they not gonna answer , then what will happen to my money.

If the casino does not answer, we can only recommend you to lodge a complaint with their license regulator. However, this casino claims to have been licensed in Costa Rica which does not regulate online gambling in any way. Therefore, if they do not respond, there will be nothing we can do. We can only hope that the possible decrease in the Safety Index may make casino respond.

you must have do 0 ranking

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team