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Dear Kronokio,

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

• Update with key proof protocol CDT-522717: Support itself confirms my net loss of $2,507,130 on October 23rd in Fortune Rabbit, which generated a rushed cashback of $626,782 scheduled to be credited that day, but never was. It doesn't appear in my cashback history or my actual balance. They subsequently refused to pay, citing a final decision without specifying any rule violation, and closed the chat with the bot Kevin without transferring me to a human. Screenshot attached.

• Actualización con prueba clave protocolo CDT-522717: El propio soporte confirma mi pérdida líquida del 23/10 en Fortune Rabbit por $2.507.130 y que generó cashback apurado de $626.782 previsto para acreditarse ese día, lo cual nunca ocurrió. No figura en historial de cashback ni en saldo real. Posteriormente se niegan a pagar por decisión final sin indicar regla infringida y cierran chat con bot Kevin sin derivar a humano. Adjunto captura.

New evidence, protocol CDT-522717: Support confirms that my cashback claim of $626,782 from October 23rd was closed without intervention and was not credited. When I requested proof of the decision, agent Kevin responded that he did not have access to further details, additional evidence, or the internal justification. They closed the chat and sent a survey. No clause cited, nor proof of breach of the Terms and Conditions. Total amount in dispute: $697,026.

Nueva evidencia protocolo CDT-522717: Soporte confirma que mi cashback del 23/10 por $626.782 fue cerrado sin intervención y no fue acreditado. Al solicitar pruebas de la decisión, agente Kevin responde que no tiene acceso a más detalles o pruebas adicionales ni a la justificación interna. Cierran chat y mandan encuesta. Sin cláusula citada ni prueba de incumplimiento de T&C. Monto total en disputa $697.026.

Update: Casino closes protocol CDT-522717 acknowledging $626,782 in uncredited cashback and opens new protocol CDT-522733 for the same amount from 10/23. Same excuse: evaluation within 24 hours. Uncredited postponement pattern. Amount remains unpaid and unjustified under the Terms and Conditions.

Actualización: Casino cierra protocolo CDT-522717 reconociendo cashback de $626.782 no acreditado y abre nuevo protocolo CDT-522733 por el mismo monto del 23/10. Misma excusa de evaluación en 24h. Patrón de postergación sin acreditar. Monto sigue sin pagarse ni justificarse con regla T&C.

Hello, good afternoon. I am attaching the following as new evidence.

Final Case CDT-522733: Casino closes cashback case without processing for October 23 ($626,782) and October 24 ($15,543). Agent Kevin confirms that decisions are final without citing the breached Terms and Conditions and refuses to transfer to a human representative. Since October 17, they have been systematically withholding my VIP cashback with the same 24-hour excuse. This is the second case closed without payment (CDT-522717 and CDT-522733). I request a ruling in my favor due to unjustified withholding and lack of transparency. Please expedite my complaint, as this site does not respond to support emails, their help website is nonexistent, and any form of contact is unreliable. Thank you for your time.

Hola buenas tardes adjunto lo siguiente como nueva evidencia.

> Prueba final CDT-522733: Casino cierra protocolo sin tratamiento por cashback 23/10 ($626.782) y 24/10 ($15.543). Agente Kevin confirma que decisiones son finales sin citar T&C incumplida y se niega a transferir a ejecutivo humano. Desde el 17/10 me retienen cashback VIP sistemáticamente con la misma excusa de 24h. Ya van 2 protocolos cerrados sin pago (CDT-522717 y CDT-522733). Solicito fallo a mi favor por retención injustificada y falta de transparencia. Por favor agilizar mi denuncia ya que este sitio no responde los correos a soporte y su sitio web de ayuda no existe y cualquier tipo de contacto es desconfiable. Muchas gracias por su tiempo

Serious update: The casino has changed its story for the third time. Now, agent Camilla C claims a cashback cap of $200,000. Previously, they said 24 hours and closed two protocols, CDT-522717 and CDT-522733, without processing, acknowledging $626,782 + $15,543. This cap didn't exist when I played, and my bonus is a personalized 25% VIP bonus, not a standard promo. Even accepting their cap, they haven't paid the full $200,000. This is proof of contradictory excuses and bad faith. I request the minimum payment of $200,000, as acknowledged by them, plus the difference up to the promised $642,325 VIP bonus.

Actualización grave: Casino cambia versión por 3ra vez. Ahora agente Camilla C afirma tope de $200.000 por cashback. Antes dijeron 24h y cerraron 2 protocolos CDT-522717 y CDT-522733 sin tratamiento reconociendo $626.782 + $15.543. Este tope no existía al momento de jugar y mi bono es VIP 25% personalizado, no promo estándar. Incluso aceptando su tope, no han pagado ni los $200.000. Prueba de excusas contradictorias y mala fe. Solicito pago mínimo $200.000 reconocido por ellos, más diferencia hasta $642.325 prometida VIP.

New evidence

Nueva evidencia

Dear Kronokio,

Thank you for providing the additional information and evidence regarding your complaint.

Unfortunately, Casino Guru does not handle disputes concerning bonus eligibility, including VIP bonuses and cashback offers. Each casino has its own rules and conditions determining which players qualify for these bonuses and the amounts they may receive.

Our team can assist with complaints involving winnings generated from a bonus when a casino refuses to pay them out. However, disputes concerning an expected bonus that was not credited, or disagreements over the amount of cashback a player should receive, fall outside our scope of mediation.

We understand that you disagree with the casino's explanations and the cashback amount offered. Nevertheless, we are unable to assess or rule on your entitlement to this VIP cashback bonus.

For these reasons, we must close this complaint as outside our scope of assistance.

Thank you for your understanding.

Best regards,

Jean