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Clear Pattern of Dilatory and Abusive Conduct:

The CoinCasino platform adopts a clear pattern of bad faith to prevent legitimate withdrawals:

Document Requirement: They requested proof of address. I submitted my official electricity bill from Copel in my name (redacted), with updated address and issue date July 30, 2026 — well within the 90‑day requirement. The document meets every single criterion listed in their Terms and Conditions.

Unfounded Rejections: The same document was rejected multiple times with generic and contradictory excuses:

"Screenshot" — even though I sent a photo of the physical document.

"Wrong format" — I sent JPG (accepted) and later PDF (explicitly requested by them).

"Not logged in" — while I was actively logged in and using the chat.

Scripted and Evasive Responses: All attendants (using fictitious names) repeat the same pre‑written script, never pointing out a specific flaw in the document. When challenged, they change the subject or redirect to another department.

Withdrawal Cancellation and Return to Game: Despite confirming that my withdrawal was "being processed," the amount is systematically canceled and returned to the slot balance. This forces the player to gamble again — and, in most cases, lose everything. That is exactly what happened to me: I lost my legitimate winnings because I was forced to gamble again.

Conclusion: This sequence of events is not an error or disorganization — it is a deliberate strategy to profit at the player's expense, using verification (KYC) as a shield to avoid payment. The document is valid, the excuses are generic, and the withdrawal is never completed.

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.

Dear Paullo,

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 Paullo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Paullo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru