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Titolo del reclamo / Subject:

Delayed Withdrawal (€3,825) - Gold Account - KYC Approved over 14 days ago

Testo del reclamo / Complaint Body:

Dear Support Team,

I am filing a formal complaint regarding an unjustified withdrawal delay of €3,825 from my VIP Gold account at [Nome del Casinò].

Here are the factual details of my case:

Account Status: Gold level.

KYC Verification: Fully approved on July 2, 2026 (14 calendar days ago). I received formal email confirmation.

Withdrawal Amount: €3,825.

Source of Funds: Direct deposit only. Absolutely no bonuses were used, and all Terms & Conditions have been strictly adhered to.

Timeline of Recent Events:

Despite my gold status and having a fully verified account for two weeks, my withdrawal has remained frozen without any valid justification.

On July 16, 2026, at 00:00 CEST, I sent a formal notice to customer support requesting the approval of my transaction by 15:31 CEST today, clearly stating that I would seek international arbitration if the deadline was ignored.

The deadline has passed, and my funds are still frozen. Customer support only replied with a generic excuse stating that my request was "forwarded to the financial department", offering no concrete timeframe or explanation for this delay.

Requested Resolution:

Since there is no technical, legal, or procedural reason to withhold my funds, I request the immediate processing and release of my €3,825 withdrawal.

I have attached all relevant proof to this complaint: email confirmation of my approved KYC from July 2, screenshot of the pending withdrawal, and my timestamped email correspondence with support.

Thank you for your assistance

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.

Dear Win5283,

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 from the casino in the past?
• When was the last time you were in contact with casino support?

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,

Tomas

Hi! Thanks so much for your support!

I had never withdrawn before as the account was opened recently, and the last time I contacted Winnita support was yesterday evening, they continue to respond vaguely saying that they need to carry out checks.

Ciao! Grazie mille per il supporto!

Non avevo mai prelevato prima in quanto il conto è stato aperto da poco, e l ultima volta che ho contattato l assistenza di winnita e stato ieri sera, continuano a rispondere vagamente dicendo di dover effettuare verifiche

Hi, thanks a lot for your help.

I have never made withdrawals, as the profile was created recently.

I contacted support last night, they keep procrastinating saying they are checking who knows what.

Thank you so much Tommaso!

See you soon!

Ciao, grazie mille per l assistenza.

Non ho mai effettuato ritiri, in quanto il profilo è stato creato da poco.

Ho contattato l assistenza ieri sera, continuano a tergiversare dicendo che stanno verificando non si sa cosa.

Grazie mille Tommaso!

A presto!

I would like to point out that the winnings came from a deposit of real funds and I played exclusively with real funds, without activating or taking advantage of any bonuses or promotions.

Having researched further or thought that this information might be useful.

Thank you so much for your support!

Tengo a precisare che la vincita è scaturita da un deposito di fondi reali e ho giocato esclusivamente con saldo reale, senza attivare o sfruttare alcun bonus o promozione.

Essendomi informato ulteriormente o pensato che possa essere utile tale informazione.

Grazie mille per il vostro supporto!

Still nothing from the casino.

Ancora nulla da parte del casinò.

2: I have never used 2 accounts to take advantage of bonuses etc etc.

I have always acted in the utmost good faith. As an honest and fair player, I request the immediate release of my funds and the simultaneous reactivation of my only account, which has also been verified.

2: non ho mai utilizzato 2 account per sfruttare bonus ecc ecc.

Ho agito sempre nella massima buonafede, essendo un giocatore onesto e corretto si richiede lo sblocco immediato dei fondi e la contestuale riattivazione del mio unico account, di cui anche verificato.

Subject: Change of Request – Deposit Refund for Violation of Responsible Gaming Rules

"Dear Casino Guru team,

I'm updating the situation with some serious news. The casino closed my new account, disputing the multi-account rule (thus voiding my winnings), but at the same time officially REOPENED my old account.

I would like to point out that that old account had originally been closed at my explicit request due to GAMBLING COMPLAINTS / SELF-EXCLUSION.

By first allowing me to create a new account from the same device bypassing security measures, then allowing me to deposit, and then automatically reactivating an account that had been self-excluded for addiction, the casino clearly violated its Responsible Gambling duties.

In light of this gross negligence, I am modifying my initial request. I formally request a FULL REFUND of all deposits made (approximately 5,000) since my formal self-exclusion, as required by the Fair Gambling Codex in cases of failure to protect problem gamblers.

Oggetto: Modifica della richiesta – Rimborso depositi per violazione delle norme sul Gioco Responsabile

"Spettabile team di Casino Guru,

Aggiorno il caso con una grave novità. Il casinò ha chiuso il mio nuovo account contestando il multi-account (annullando così le vincite), ma ha contestualmente RIAPERTO d'ufficio il mio vecchio account.

Faccio presente che quel vecchio account era stato originariamente chiuso su mia esplicita richiesta per PROBLEMI DI LUDOPATIA / AUTOESCLUSIONE.

Permettendomi prima di creare un nuovo conto dallo stesso dispositivo aggirando le misure di sicurezza, consentendomi di depositare, e infine riattivando d'ufficio un account autoescluso per dipendenza, il casinò ha palesemente violato i propri doveri di tutela (Responsible Gambling).

Alla luce di questa grave negligenza, modifico la mia richiesta iniziale. Chiedo formalmente il RIMBORSO INTEGRALE di tutti i depositi effettuati (circa 5.000) a partire dal momento della mia formale autoesclusione, come previsto dal Fair Gambling Codex nei casi di mancata tutela dei giocatori problematici.

I also point out that despite my self-exclusion, they not only let me open the account, but they also verified it. They should have contested the multi-account at the time of verification.

Even though it's never been multiplayer, I've always played with just one account, having closed the previous one.

I am therefore also requesting the winnings of 3,825 euros (which were actually 3,841) which were unfairly withheld, in serious violation of gambling rules.

Faccio anche presente che nonostante la mia autoesclusione, non soltanto mi fecero aprire l account, ma lo verificarono anche, avrebbero dovuto constestare il multiaccount nel momento della verifica.

Anche se non è mai stato multi. Ho sempre giocato con un solo account, avendo chiuso il precedente.

Per tanto richiedo anche la vincita di 3825 euro (che in realtà era di 3841) che è stata ingiustamente trattenuta, violando gravemente le regole del gambling.

Thanks for the updates provided in your case.

Have you asked the casino for a refund of the net deposits due to failed player protection? Have you received any response from the casino?

Were there only 2 accounts you registered in the casino? When was each account in the casino verified, to your knowledge?

Please let me know.

Good afternoon,

Your account has been blocked for violating Section 5.5 of our Terms and Conditions, which prohibits users from owning more than one account.

Our records show that you have seven accounts, six of which were registered in 2026. In addition, you actively used these six accounts during June of this year.

This constitutes a serious violation of our Terms and Conditions and results in the permanent closure of your account, with no possibility of reinstatement.

I confirm that the aforementioned accounts belong to me, as evidenced by the use of the same payment method. However, the casino is omitting a very serious fact: the very first account (and subsequent ones) was closed by me upon explicit request due to gambling problems (Responsible Gaming).

Since the casino just admitted to linking my accounts, they also admit to deliberately failing their security checks, allowing a self-excluded player for addiction to open 6 additional accounts and deposit approximately €5,000.

Therefore, I am requesting Casino Guru's intervention, no longer for a single win, but to require the casino to fully refund all deposits made after my initial self-exclusion request, as required by international player protection regulations.

I would particularly like to emphasize and reiterate my good faith, as well as my willingness and availability to reach a fair agreement between the parties.

Best regards.

Confermo che gli account menzionati appartengono a me, come dimostrato dall'uso dello stesso metodo di pagamento . Tuttavia, il casinò omette un fatto gravissimo: il primissimo account (e successivi) è stato da me chiuso tramite una richiesta esplicita per problemi di ludopatia (Gioco Responsabile).

Dal momento che il casinò ha appena ammesso di aver collegato i miei account, ammette anche di aver fallito deliberatamente nei suoi controlli di sicurezza, permettendo a un giocatore autoescluso per dipendenza di aprire altri 6 profili e depositare circa 5.000 €.

Pertanto, chiedo l'intervento di Casino Guru non più per la singola vincita, ma per imporre al casinò il rimborso integrale di tutti i depositi effettuati successivamente alla mia prima richiesta di autoesclusione, come previsto dalle normative internazionali a tutela dei giocatori."

Tengo in particolar modo a sottolineare e ribadire la mia buona fede, oltre alla volontà e disponibilità per concordare un equo accordo tra le parti.

Cordiali saluti.

Dear Win5283,

Have you registered in the casino using accurate personal information other than your phone number?

Please let me know.

I always registered via email. Phone numbers were recorded later, without any obligation on their part to enter them. It was entirely up to me whether or not to enter them.

However, the numbers used are all mine, and I've always used the same payment methods and the same mobile phone. Obviously, with the same IP address.

Never connected via wifi networks or used VPN.

The same data connection has always been used.

Ho sempre effettuato registrazioni tramite e mail, i numeri di telefono venivano registrati successivamente, senza obbligo da parte loro di doverli inserire, era a mia esclusiva discrezone e premura inserirli.

comunque i numeri utilizzati sono tutti miei, in più, ho sempre utilizzato gli stessi metodi di pagamento e lo stesso cellulare. Ovviamente con stesso indirizzo IP.

Mai collegato tramite reti wifi o utilizzo di vpn.

E stata sempre usata la stessa connessione dati.

I never played or accessed the casino again after my account was banned.

Thank you very much indeed for your assistance.

Non ho mai più giocato ne accesso al casinò dopo il bann del mio account.

Vi ringrazio davvero molto per la vostra assistenza.

Dear Tomas, I'd like to add an essential clarification to answer your question about personal information as precisely as possible.

During registration, the casino NEVER asked me to enter my first name, last name, date of birth, or address. Their form only required an email address and password.

They allowed me to open various accounts and deposit a total of approximately €5,000 without requesting any personal information. They asked for my accurate personal information and documents (KYC) ONLY on my last account, when I tried to withdraw my winnings. And only then, after having me deposit thousands of euros "blind," did they use my information to block me.

However, I want to reiterate that for all deposits I have always used the exact same payment cards (in my real name) and the exact same IP address (no VPN).

If a casino chooses not to request personal information upon registration to facilitate deposits, thus failing to recognize and block a player previously self-excluded for gambling addiction, the gross negligence lies entirely with their procedures.

Thanks for your assistance

Gentile Tomas, aggiungo una precisazione essenziale per rispondere in modo precisissimo alla tua domanda sulle informazioni personali.

​In fase di registrazione, il casinò NON mi ha mai chiesto di inserire nome, cognome, data di nascita o indirizzo. Il loro modulo richiedeva esclusivamente l'inserimento di un'e-mail e di una password.

​Mi hanno permesso di aprire i vari account e depositare complessivamente circa 5.000 € senza richiedere alcun dato anagrafico. Mi hanno richiesto le mie informazioni personali accurate e i documenti (KYC) SOLAMENTE sul mio ultimo account, quando ho cercato di prelevare la vincita. E solo in quel momento, dopo avermi fatto depositare migliaia di euro "al buio", hanno usato i miei dati per bloccarmi.

​Tuttavia, ci tengo a ribadire che per tutti i depositi ho sempre utilizzato le stesse esatte carte di pagamento (intestate al mio vero nome) e lo stesso identico indirizzo IP (nessuna VPN).

​Se un casinò sceglie di non richiedere i dati personali al momento dell'iscrizione per facilitare i depositi, fallendo così nel riconoscere e bloccare un giocatore precedentemente autoescluso per ludopatia, la grave negligenza ricade totalmente sulle loro procedure.

​Grazie per l'assiste

Dear Win5283,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas