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I have funds left in my account, due to technical problems my request has been in processing for 4 months, the site is not withdrawing funds, please help

В мене залишились кошти на рахунку,через технічні проблеми мій запит в обробці вже 4 місяці,сайт не виводить кошти,будь ласка допоможіть

Dear yankapenchuk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

So of course I made a withdrawal, the funds were on a real account, not a bonus, I have verification, everything is fine, until now everything was fine, but now for a month in a row they tell me that the request is still being processed

Так звичайно робила виведення,кошти були на реальному рахунку,не бонусні,верифікація в мене є,все в порядку,до цього моменту все було в порядку але зараз вже який місяць підряд мені кажуть що запит досі в обробці

Will you help me get my money back?

Ви допоможете повернути кошти ?

Thank you for your reply, yankapenchuk. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

So it was the same method, withdrawal to the card, the last time it was in August, the last time the withdrawal took literally 20 minutes, after that the site stopped working, the most recent withdrawals did not come to the card, they returned to the account, although the site itself and the company assures otherwise, that's why I submitted a request to them, and they still can't do anything

Так це був той самий спосіб, виведення на картку, останній раз це було в серпні місяці, останній раз виведення зайняло буквально хвилин 20, після того перестав функціонувати сайт, самі останні виведення не прийшли на картку, вони повернулись на рахунок, хоча сам сайт і компанія запевняє інше, тому я і подала запит до них, і вони досі не можуть нічого зробити

Please help me get my money back.

Будь ласка допоможіть повернути кошти

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I can't log into my account because it's blocked, and besides, I'm on the register of gambling addicts in Ukraine, I can't access my account. I withdrew these funds in the summer of 2024, they were back in my account and were there, but when I wanted to withdraw them, they told me there were no funds, but I submitted a request and I've been waiting for 4 months for the problem to be resolved.

Я не можу увійти в аккаунт, тому що він заблокований, то того ж всього я знаходжусь в реєстрі лудоманів в Україні, до аккаунту доступу немає, ці кошти я виводила влітку 2024 року, вони повернулись на рахунку і знаходились там, але коли я захотіла їх вивести мені сказали коштів ніяких немає, але подали запит і ось 4 місяці я чекаю на вирішення проблеми

At the post office they ignore me, all they say is wait for the request to be processed, I've been waiting for quite a long time and nothing is being resolved

На пошті вони мене ігнорують, все що кажуть чекайте запит в обробці,я чекаю вже досить довго і нічого не вирішується

Could you specify the last time you logged into your casino?

Approximately 08/08/2024, this is the last time I logged into my account

Приблизно 08.08.2024, це останній раз коли я входила в аккаунт

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since you last accessed your account —more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.