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I am filing a complaint regarding a delayed withdrawal that has now been pending for over 14 days.

On March 10th, 2026, I submitted a withdrawal request of 250 USDT. The request has been marked as "In Progress" ever since and has not been completed.

Important details:

- A previous withdrawal in USDC was canceled by the casino on March 8th.

- The balance was converted to USDT by the casino, and a new withdrawal was created by them.

- Since then, the withdrawal has been stuck with no updates.

- I have repeatedly asked for a transaction hash (TXID), but it has never been provided.

- Support has given multiple conflicting and false promises such as "today" and "this week," none of which were fulfilled.

At this point:

- No transaction has been sent (no TXID exists)

- The withdrawal cannot be canceled

- Funds are effectively locked

I have fully cooperated and waited patiently for more than two weeks, but the casino continues to delay without providing any verifiable proof.

I am requesting:

1. Immediate processing of my withdrawal, OR

2. Cancellation of the withdrawal and return of funds to my balance

I have full screenshots of all conversations and status updates confirming the delay and misleading information.

This situation appears to be an intentional delay of payment.

I kindly ask CasinoGuru to assist in resolving this issue.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear yatsik13,

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 before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila

No. I haven't had any successful withdrawals before.

Yes, I have successfully passed KYC verification.

I have never taken any bonuses.

Нет. Раньше успешных снятий у меня не было.

Да. Я успешно прошел верификацию KYC.

Бонусов я никогда никаких не брал.

The issue has been resolved and I have received my withdrawal.

However, the process took 16 days, and during this time I received multiple conflicting responses and no transaction proof (TXID) was provided.

While I appreciate that the payment was eventually completed, the experience was not satisfactory.

I hope the casino improves its withdrawal process in the future.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear yatsik13,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of yatsik13. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, do you have any updates for us in relation to the withdrawals? If possible could you please attach a screenshot of your withdrawal history?

Yes, I have screenshots of my transaction history. I also received a response from support that they are still having problems updating their crypto wallets.

Да у меня есть скриншоты с историей моих транзакций. А также ответ саппорта что у них до сих пор проблемы с обновлением их крипто кошельков

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, Hadi ([email protected]). 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,

Attila

They keep saying they're having problems with their crypto wallets. I've asked several times to use alternative withdrawal methods, but they keep refusing me and saying

I would have waited! But I've been waiting for almost a month! How much longer do I have to wait?

Они продолжают писать что у них проблемы с крипто кошельками. Я просил несколько раз использовать какие нибудь альтернативные методы вывода средств. Но они постоянно мне отказывают и говорят что

бы я ожидал! Но я ожидаю уже почти месяц! Сколько мне еще ожидать?

Hello yatsik13,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

They keep writing nonsense and refuse to confirm my payment. They constantly have different versions. One is a problem with the crypto wallets, although deposits arrive instantly. Another is that my request is in the queue, and due to too many requests, they still haven't confirmed it. I've been waiting almost a month for my money. This is simply unacceptable.

Они продолжают писать бред и не хотят подтверждать мою выплату. У них постоянно разные версии. То проблема с крипто кошельками. Хотя депозиты им приходят моментально. То мой запрос в очереди и из за слишком большого количества запросов они до сих пор не подтвердили мой запрос. Я ожидаю почти месяц свои деньги. Это недопустимо просто.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They keep torturing me! It's been a whole month! They accept deposits instantly but say they can't withdraw money due to technical issues! I'm fed up with this scam! How can I get my money back?

Они продолжают издеваться надо мной! Уже целый месяц прошел! Они принимают депозиты моментально но пишут что не могут вывести деньги из за технических проблем! Меня уже достал этот скам! Как мне вернуть свои деньги???

Dear yatsik13,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at ([email protected]). I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Hadi