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8th of December 2025 I made deposit of 200euros and activated the reload bonus for casino. I got 150 euros of bonus money. I started to play Master Joker -game with 5 euros bet. I won with my own money 775 euros and cancelled the non sticky bonus.

I tried to make withdrawal but the system was not working. First the system said that the 1x wager of deposit has not done. After we double checked it with customer support they told that there are some technical issues to make withdrawal. They told to make withdrawal manually by themselves.

Nothing happened despite my several inquiries via chat. 16th of December they finally made manual withdrawal request of 500 euros. The withdrawal is still pending?? And it has been pending now for 1 and half month! And the last 275 euros are still on my account and can't make the withdrawal request. And I have been asking this many times a week via chat.

I have sent my documents for account verify and all are ok.

They are scamming me! Please help me with this.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Could you please share with me your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear rahanpaska,

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,
Tomas
Casino.Guru