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I've had a very bad experience receiving my winnings. The first few prizes were paid without any problems, but with the third one, it's been a month and I haven't received a response. It still shows up in my account as "payment in process," and the only response I get is that it's still being verified. I've provided all the information they requested, and nothing. I would have at least appreciated a reason for not paying me, but nothing.

Tengo muy mala experiencia con recibir mi ganancia , los primeros premios me pagaron sin problema pero en la tercera me llevan con un mes que no tengo respuesta y me sigue figurando en mi cuenta como pago en proceso , la respuesta que tengo es que siguen en verificacion. He brindado los datos que me pidieron y nada , al menos me hubiese gustado que me brinden el motivo de no pagarme pero nada

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Have you selected the same payment method for this withdrawal request as you successfully used previously?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

Hello, I submitted the corresponding data for verification and the payment is through the same method. I bet on roulette and it wasn't with bonuses.

28 days have passed since my withdrawal request

Hola , pase los datos correspondientes para la verificación y el cobro es por el mismo método , aposté a la ruleta y no fueron con bonos

Pasaron 28 días desde mi solicitud de retiro de fondo

It's been 30 days now and I still haven't received a definitive answer as to whether or not I'll be paid. I definitely wouldn't recommend anyone bet at this type of casino.

From 11/11/2025

Hasta el día de hoy va pasando 30 día y que aún no tengo respuesta definitiva de si me van a pagar o no , definitivamente yo no sé lo recomendaría a nadie que apuesten en este tipos de casino

Desde el 11/11/2025

Thank you for your responses. Before we proceed with the investigation of your case, kindly forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Please include emails, screenshots, chat transcripts, and everything else that might be relevant. Thank you for your cooperation.

There's no need to send any documentation or screenshots of the conversation anymore. They spent over a month giving me the runaround, wasting my time. I canceled the withdrawal and bet to lose it, since this is clearly a scam. The only thing left for me to do now is recommend not betting at a casino that doesn't pay out.

Ya no es necesario enviar ninguna documentación ni captura de conversación pasaron más de un ,mes dándome vuelta haciéndome perder mí tiempo , lo cancele el retiro de fondo y aposté para perderla ya que claramente esto es una estafa , lo único que me queda ahora es recomendar a no apostar a un casino que no PAGA

I've seen quite a few complaints similar to mine, which shows how unprofessional they are.

He visto bastante quejas similar al mío eso indica todo lo poco serio que son

The resolution they always give, saying that the player stops responding and they close the case, is an easy way to take money from people.

La resolución que dan siempre diciendo que el jugador deja de responder y cierran el caso ,es un método facil de sacar dinero a la gente

Thank you for sharing the details of your experience. I understand how frustrating and disappointing this situation must have been, especially after waiting such a long time for a withdrawal to be processed and not receiving clear answers from the casino. It’s completely understandable that this led to a loss of trust.

Since the withdrawal request was canceled, and the remaining balance was subsequently wagered and lost, we are unable to continue with the investigation of this complaint. Once the funds are no longer present in the casino account, there is no disputed amount that we can attempt to recover.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika