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Hello, please help me resolve my issue. Since October 16, 2025, I've been unable to withdraw $250. Every day, exactly 24 hours later, my withdrawal is rejected. At first, they told me the problem was with my wallet, then they said it was their problem and they were fixing it, and now they're not responding at all. My deposit was $150.

Здравствуйте, помогите мне в решении моего вопроса. С 16.10.2025 я не могу вывести 250$ Каждый день ровно через сутки мою выплату отклоняют. Сначала отвечали мне , что проблема в моем кошельке, потом сказали, что проблема у них и они ее решают, сейчас вообще не отвечают. Депозит был 150$

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’ve encountered. To better understand your situation, please allow me to ask a few questions:

• Have you successfully completed the full KYC verification process?
• Have you ever made a successful withdrawal from this casino before?
• Which payment method did you choose for your withdrawal requests? Did you always use the same one, or did you try several different methods?
• Has the casino provided you with any alternative options to withdraw your winnings after your requests were repeatedly cancelled?

Once we have this information, we’ll be able to review your case in more detail.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Verification completed successfully, my first withdrawal from this casino, USDT BEP20 cryptocurrency withdrawal, tried withdrawing to two different wallets, no alternative options offered, now they completely ignore me

Верификация успешно пройдена, мой первый вывод из этого казино, вывод криптовалюта usdt bep20, пробовала выводить на два разных кошелька, альтернативных вариантов не предлагали, сейчас вообще полный игнор

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the cancellations or your withdrawal requests at veronika.f@casino.guru.

I sent everything to you by email.

Отправила все Вам на почту

Dear ksushka

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello ksushka,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Casa Casino to join the conversation.

Dear Casa Casino,

Can you please provide clarification as to why the player is not able to withdraw their winnings?

What has to be done from your side so the player can receive their winnings?

If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at michal.k@casino.guru

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.

Dear ksushka,

I have tried to contact the casino repeatedly but have had no success. Furthermore, for the last couple of days, the casino webpage has been inaccessible form me, and I got this error, despite having tried various IP addresses and browsers.

I’m afraid there is not much that can be achieved without cooperation from their 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 and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru