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Dear Sir/Madam, I have been trying to withdraw from the casino for the fourth day now, but to no avail. The withdrawal has been confirmed and approved, but the money is still nowhere to be seen. I attempted to withdraw using the BTC method, which was approved. Unfortunately, their support is so poor that they keep sending me a pre-written message, and nobody is resolving my issue. They claim that the money has been sent, but I am not naive and can see through the blockchain that the money has certainly not been sent. I tried to explain this to them and sent emails, but their only response has been that they are working on it and cannot do anything about it. I am a verified user; the deposit was approximately 1000 CZK and the withdrawal 12600. Maybe that's too much for them or something, but treating a customer like this is outrageous. Their support told me that they send money on Saturdays and Sundays and that they work 24/7, which explains why I received a reply to my email at 1 AM. Their response is always the same: "We are working on it, we have technical issues, the problem is on the side of the operator receiving the funds." In my case, this is BTC, and how on earth can BTC and blockchain have a problem? Nonsense.

My Account ID - 632027947

I would kindly request some help as I am running out of options, and this money is important to me.

Unfortunately, there is a limit on sending multiple attachments, so I am only sending these.

Thank you

Best regards,

Václav

Dobrý den, snažím se už čtvrtý den o výběr z kasína a marně. Výběr je potvrzený a schválený, ale peníze pořád nikde. Snažil jsem se vybrat na metodu BTC schváleno. Bohužel jejich podpora je tak špatná, že mi posílají jen předem danou zprávu a nikdo se mnou nic neřeší. Prý že peníze byly poslány, ale já nejsem hloupej a vidím přes blockchain, že peníze odeslány určitě nebyly. Tak jsem se jim to snažil vysvětlit a psát maily, ale jediná jejich odpověď byla, že se na tom pracuje a že s tím nic nemohou udělat. Jsem ověřený uživatel totožností vklad byl cca 1000czk a výběr 12600 asi to je pro ně hodně nebo nechápu, ale chovat se k zákazníkovi takhle je nehoráznost. Jejich podpora mi na otázku, jestli posílají peníze v sobotu a nedělí řekla, že ano. Prý pracují 24/7, což taky odpovídá tomu, když mi na mail odpověděli v 1 hodinu ráno. Jejich odpověd je vždy stejná. "Pracujeme na tom, máme technické problémy, problém je na straně operátora, který příjímá peníze" Což je v mé situaci BTC a jak prosím vás může mít BTC a blockchain problém? Nesmysl.

Mé Account ID - 632027947

Tímto bych prosil o nějakou pomoc, protože už si nevím rady a jsou to pro mě důležité peníze.

Bohužel je zde limit na posílání více příloh, takže posílam jen tyto.

Děkuji

S pozdravem

Václav

Dear KennyCZ,

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

Thank you, it seems to me that this casino does not care about the customer at all. The selection was immediately approved, but the money is nowhere to be found. The same messages saying that there is a problem with the operator that accepts payments. I don't understand why this casino even needs it. They make enough money off people so where is the problem? It is sad that I have to turn to you because they are not able to solve the problems. If everything is resolved, you have my big thanks. I didn't have to write these messages at all if the casino somehow communicated or sent the money within 3 days, when they say on the website that E-payments are within 15 MINUTES. Yes, it really says within 15 minutes.

Děkuji, přijde mi, že toto kasíno vůbec nezajímá zákazník. Výběr ihned schválen, ale peníze nikde. Samé zprávy s tím, že je problém u operátora, který přijímá platby. Nechápu, že má tohle vůbec kasino za potřebí. Vydělávají na lidech dost peněz, tak kde je problém? Je smutné, že se musím obracet na Vás, protože oni nejsou schopni řešit problémy. Pokud se vše vyřeší máte mé veliké díky. Tyhle zprávy jsem vůbec nemusel psát, kdyby kasino nějak komunikovalo nebo poslal peníze do 3 dnů, když na webu říkají, že E-platby jsou do 15 MINUT. Ano opravdu tam mají napsáno do 15 minut.

Hello,

The money has been sent please close this complaint

Thank you

Dear KennyCZ, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru