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Three days ago, I won 150 euros in roulette with the number 15, and surprise!!! They haven't appeared in my account... I contacted customer service, sent them everything they asked for, and nothing... They don't even respond to my email, and I want my 150 euros that I won legally!!!! What a scam!!!

Hace 3 días me tocaron 150 euros en la ruleta con el número 15, y sorpresa!!! No aparecen en mi cuenta... Se lo digo al servicio al cliente les mando lo que me piden y nada... Ni me contestan al correo y yo quiero mis 150 euros que gante legalmente!!!! Menuda estafa!!!

Dear Oscar3720,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

But what withdrawal!!! I haven't withdrawn it!!! The 150 euros don't appear in my game account!!!!!

Pero que retiro!!! Si no lo he retirado!!! Directamente no me aparecen los 150 euros en mi cuenta de juego!!!!!

Thank you for the clarification. Can you see the winnings in your game history? Do you have any videos or screenshots showing the winning bet in roulette that has not been credited to your casino account? If so, kindly forward the evidence to me at veronika.f@casino.guru.

I have already sent the bet ID to the claim center

Si ya mandé la Id de la apuesta al centro de reclamaciones

As mediators, it’s essential for us to have clear evidence from you before we can escalate the issue with the casino. I understand that you’ve already contacted the casino customer support with your bet ID, but as of now, we at Casino Guru haven’t received any emails or further details from you regarding this matter.

To proceed with the investigation and discuss the issue with the casino, could you please forward any videos or screenshots that show the winning bet in roulette that was not credited to your casino account? You can send these to me directly at veronika.f@casino.guru. Once we have this information, we’ll be able to thoroughly review the situation and determine the best course of action.

Dear Oscar3720,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.