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I have request a withdrawal for £900. I feel the casino is untrustworthy and would like too have confidence that my withdrawal will be processed in at least 72 hours as mentioned by the casino.

Dear Kyleg,

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

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.

Thank you for your response. The casino has stated 72 hours too process as show in the attached document. I will get in touch if any issues after the 72hours

Hello everyone,

As our support team has informed you, the maximum withdrawal processing time is 3 business days. There is no need to create a case on Guru at this stage. Your withdrawal will be completed within this timeframe.

If it is not processed after 3 business days, then you may create a case.

So 72 hours went by and now my withdrawal has just been declined. With no explanation. I requested the withdrawal through bank transfer and put the card number in of the account I used to deposit. All KYC docs were submitted. So why has it been declined?

I knew this would happen from the bad reviews this casino has had. So how do I get the £900 withdrawn or is it just stuck in the account and never too be withdrawn.

I want too withdraw the £1470 I have in my account today, this has been such a hassle just too get the money I won. I submitted all documents asked for quickly and correctly. It does not make sense that my withdrawal was declined. How can I deposit with a card but not withdraw too that same card

this is a scam

There was no deposit bonus added to my last deposit in which I won the money from so how is this possible

Dear Kyleg,

We apologize, but please ensure that you read the bonus rules before using it. According to the bonus terms and conditions, the casino reserves the right to apply penalties, which have already been imposed in this case.

There are some games that you can't play while under a deposit bonus. This information we have in public, so there is nothing to scam, just read it before using the bonus.

Once you have completed the penalty requirements, you will be able to proceed with your withdrawal. If you are requesting a reduction of the penalties, please make sure to provide accurate and complete information in your replies.

Best regards,

Dear Kyleg,

Could you please clarify whether you have used any bonuses with your most recent deposit or at any time in the past?

Thank you in advance for your cooperation.

Best regards,

Attila G.

i had used in the past but I lost that money. The money that I won I tried too withdraw was from a deposit not used with a bonus. I am working through the wagering requirements, I am having to wager $45000 too withdraw the £900. I have asked for an update on the wager I have left too complete as I can not see it on my account I am only going off what the finance department are telling me I have left. Please find attached the requirements. I will add updated with the wagering as I get it from the finance department

Dear Kyleg,

According to our publicly available Bonus Policy, certain games are restricted while a deposit bonus is active. After reviewing your betting history, we have found that you have, on multiple occasions, played restricted games while using a deposit bonus.

As stated in our Bonus Policy:

"The following games are restricted while any Welcome Bonuses are active. Engaging in these games may result in actions ranging from warnings to forfeiting deposits, applying penalties that may include additional wagering requirements on funds, or even account suspension."

In light of this and as a gesture of goodwill, we have decided to apply penalties rather than more severe measures, even though the rules were breached.

Thank you for being so understanding.

Dear Guru team, please close this case as resolved. The player can withdraw the funds when he/she will complete the wager requirements

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello all!

Dear Forza.Bet Casino, have funds which are currently in the player's account derived from playing with a deposit bonus? If yes, please, send the game history and bonus/transaction history to my e-mail: pavel.k@casino.guru.

Hello Pavel,

All information was already sent. Please check your email and reply to us as soon as possible.

Thank you in advance!

Hello Kyleg,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Forza.Bet Casino, I have sent you a response.

Dear player, the casino has notified us that you have completed wagering requirement. Could you, please, confirm it and let us know how much money is left in your account?

Dear Kyleg,

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,
Pavel
Casino.Guru