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Dear Casino Guru Team,

I hereby file a formal complaint against the casino "rcasino45.com" because my rightful winnings have not been paid out to me.

I requested a payout of €1000 on July 21, 2026. To this day (over 5 days now), the payout has not been processed and remains in "pending" / "processing" status.

My player account is fully verified. All required KYC documents (ID and proof of address) were uploaded by the casino and officially confirmed. Furthermore, I have only played with real money and have not violated any bonus terms and conditions.

Customer service is not responding to my inquiries via live chat or email. A withdrawal deadline I set, which expired on July 26, 2026 at 3:00 PM, was completely ignored by the casino. I still have full access to my account, but the funds are being artificially withheld.

I politely request the Casino Guru team to intervene so that the casino finally processes my withdrawal. I have all relevant screenshots (account balance, withdrawal status, verification confirmation, and chat history) and can provide them as proof at any time.

Best regards

[redacted]

Sehr geehrtes Casino-Guru-Team,

ich reiche hiermit eine formelle Beschwerde gegen das Casino "rcasino45.com" ein, da mir meine rechtmäßigen Gewinne nicht ausgezahlt werden.

Ich habe am 21.07.2026 eine Auszahlung in Höhe von 1000 €beantragt. Bis zum heutigen Tag (seit nunmehr über 5 Tagen) wurde die Auszahlung nicht bearbeitet und steht weiterhin auf dem Status "ausstehend" / "in Bearbeitung".

Mein Spielerkonto ist vollständig verifiziert. Alle geforderten KYC-Dokumente (Ausweis und Adressnachweis) wurden vom Casino hochgeladen und offiziell bestätigt. Ich habe zudem ausschließlich mit Echtgeld gespielt und keine Bonusbedingungen verletzt.

Der Kundenservice reagiert nicht auf meine Anfragen im Live-Chat oder per E-Mail. Eine von mir gesetzte Frist zur Auszahlung, die am 26. Juli 2026 um 15:00 Uhr ablief, wurde vom Casino komplett ignoriert. Ich habe weiterhin vollen Zugriff auf mein Konto, das Geld wird jedoch künstlich zurückgehalten.

Ich bitte das Casino-Guru-Team höflich um Vermittlung, damit das Casino meiner Auszahlung endlich stattgibt. Alle relevanten Screenshots (Kontostand, Auszahlungsstatus, Verifizierungsbestätigung und Chatverlauf) liegen mir vor und können jederzeit als Beweis nachgereicht werden.

Mit freundlichen Grüßen

[redacted]

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 ydecker0011,

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

Hi, the casino canceled my withdrawal and withheld the money because I supposedly violated their terms and conditions, which isn't true. Attached is the email.

Hi, das Casino hat die Auszahlung storniert und das Geld eingezogen weil ich angeblich gegen Bedingungen verstoßen habe, was nicht stimmt. Anbei die Mail

Dear ydecker0011,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi,

Not received. As I told in Message before, the casino canceled my withdrawal and withheld the money because I supposedly violated their terms and conditions, which isn't true.

Please see the attached email. My account was fully verified. They withheld my winnings and deposit, so I have nothing left. A VIP manager from the casino keeps contacting me, trying to sell me new deposit offers. I wanted to clarify the situation, but no one is responding anymore. I haven't forged any documents or used a VPN or anything like that. This is clearly a scam.

Hi,

Not received. As I told in Message before, the casino canceled my withdrawal and withheld the money because I supposedly violated their terms and conditions, which isn't true.

please Look at attached Mail. My Account was fully verified. Sie habe meine Gewinne und die Einzahlung einbehalten, so dass ich nichts mehr habe. Es meldet sich öfters nun ein VIP Manager des Casinos und will mir neue Einzahlungsangebote andrehen. Ich wollte den Fall klären aber es reagiert keiner mehr. Ich habe weder Dokumente gefälscht noch VPN oder sowas benutzt. Es handelt sich hier offensichtlich um Betrug.

Thank you for the update. I’m sorry to hear about your problem.

Please allow me to ask you a few questions so I can understand the situation.

• Do you still have access to your account?
• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Do you have other relevant communication with the casino? You can post screenshots here.

Thank you very much in advance for your reply.

Hello, yes, I have access to my account. I'm attaching everything I have. I deposited €220 and played slots, and then wanted to withdraw €1000.

All documents are attached.

Hallo, ja ich habe Zugriff auf mein Konto. Ich hänge ihnen alles an was ich habe. Ich habe 220 Euro eingezahlt und slots gespielt und dann 1000 Euro auszahlen wollen.

anbei alle Dokumente

Dear ydecker0011,

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, Lucka, ([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,

Jean

Hello ydecker0011,

I am sorry to hear about your troubles. I am Lucia 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,

Lucia

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.