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Used a virtual credit card to deposit, but when it was time to withdraw there was no way. They keep asking for photos of the front and back of the card, but given that virtual impossible. Sent all the documentation to demonstrate both the creation and the deposits made with the virtual card but nothing, they continue to pretend not to understand.

Usato una carta di credito virtuale per depositare, ma quando è stato il momento di prelevare non c'è stato verso. Continuano a richiedere foto fronte e retro della carta, ma data che virtuale impossibile. Spedito tutta la documentazione per dimostrare sia la creazione sia i depositi fatti con la carta virtuale ma niente, continuano a far finta di non capire.

Dear Billone68,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The proof of payment has never been accepted because they keep asking me for the front and back of a credit card, but since I used a virtual one I have no way of sending what was requested. I sent all the documentation where it certifies that the virtual card number is mine, but nothing, their request is always the same

La prova di pagamento non è mai stata accettata perchè a continuano a chiedermi fronte e retro di una carta di credito, ma avendo usata una virtuale non ho possibilità di inviare quanto richiesto. Ho inviato tutta la documentazione dove certifica che la il numero della carta virtuale è mia, ma niente, la loro richiesta è sempre la stessa

Dear Billone68, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Has the casino suggested any alternative form of proof (such as confirmation from the virtual card provider, a PDF statement, etc.) or are they strictly insisting on photos of the card?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Good evening,

• I never make withdrawals because I am always blocked by the proof of payment.
• My winnings were accumulated with and without bonuses.

The casino has requested confirmation from the virtual card provider, a PDF statement, and other documents and insists strictly on photos of the card?

I sent you an email with a Word attachment with the exchanged emails.

Thank you

Buonasera,

• Non sono mai ad effettuare prelievi perché sempre bloccati dalla prova di pagamento.
• Le mie vincite sono state accumulate con e sebza bonus.

Il casinò ha richiesto una conferma del fornitore della carta virtuale, un estratto conto in PDF, ed altri documenti ed insiste insiste rigorosamente sulle foto della carta?

Vi ho spedito e-mail con allegato un word con le e-mail scambiate.

Grazie

Dear Billone68, I have not received any email from you.

Shipped 06/09/25 at 10:39 PM

However in the meantime they accepted the proof of payment and paid 300€ (already received) out of 530€

Spedita 09/06/25 alle 22:39

Comunque nel frattempo hanno accettato la prova di pagamento e pagato 300€ (già ricevuti) su 530€

Dear Billone68, have you received the rest of the funds?

No, I'm missing €230 now I'll send a reminder email

No mi manca 230€ adesso mando e-mail di sollecito

Dear Billone68, could you please let us know when exactly you requested the €230 withdrawal? Also, when was your account verification officially confirmed as complete by the casino?

Thank you very much, Billone68, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

I wanted to let you know that the last €230 has been paid. Thank you very much

Volevo avvisare che gli ultimi 230€ sono stati pagati. Grazie mille

Thank you, Billone68, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru