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Hello, Casino Guru. I am writing to let you know that this platform is not responding to my emails and does not have live chat, so I have to file a dispute because I made a withdrawal yesterday in the amount of 350 euros and no one has given me any information.

Olá casino guru venho por este meio vos comunicar que esta plataforma não me responde aos meus email não tem chat ao vivo por isso ter de abrir uma disputa porque fiz um levantamento ontem no valor de 350€ euros e ninguém me informa nada

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Dear bombamen5,

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 13days 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 13 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Karla M.

The issue has been resolved, but given your ridiculous response, I’m starting to seriously wonder if you guys at Casino Guru are starting to side more with the casinos than with the players themselves. You should be standing up to the casinos—they’re the ones raking in thousands of euros, and on top of that, they’re making ridiculous claims. The problem with your site is that it’s being bought off by the casinos. That’s why I’m delighted to announce that I and five other colleagues are already creating a platform dedicated solely to players’ interests—one where there will be no partnerships with casinos, unlike yours, and where we won’t offer bonus codes for certain casinos you’re partnered with, because the platform will be exclusively for the players’ benefit—not for both sides—because you’ve started to lose credibility, not to mention that many of the reviews here are simply paid for; if anyone speaks the truth, you claim we can’t rely on RTPs, etc., etc.—you’re a joke

Get ready, because my platform is about to go live online; all that’s left is to secure a few partnerships with regulatory bodies—honesty always.

Assunto resolvido mas dado há vossa resposta que é ridícula começo a pensar seriamente que vocês casino guru estão a começar a ficar mais no lado dos casinos do que do próprio jogador pois vocês devem agir bater de frente com o casino são eles que gerem milhares de euros e além disso ainda alegam políticas ridículas o problema do vosso site é que está a ficar comprado pelos os casinos por isso tenho um enorme prazer de informar que eu e mais 5 colegas já estamos criado uma plataforma que se resume unicamente a favor dos jogadores onde não vai haver parcerias com casinos como vocês tem onde nós não oramos oferecer códigos de bónus em certos casinos que vocês tem parceria pois a plataforma irá ser unicamente a favor dos jogadores e não a favor dos dois pois vocês começaram a deixar de ser credíveis para não falar de muitas avaliações aqui serem unicamente compradas pois se alguém disser a realidades vocês alegam que não nos podemos basear em rtps etc etc vocês são uma comédia

Se preparem pois a minha plataforma estás prestes a ser publicada online só falta umas parcerias com entidades reguladoras honestidade sempre

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

Dear bombamen5,

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,

Karla