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Casino is delaying my withdrawal indefinitely – Nearly one month of "review"

I deposited $2,000 and played normally, following all the rules. After making some profit, I requested a withdrawal of $500, which was processed after 4-5 days. However, when I requested another withdrawal of $500, the casino stopped paying me.

My second withdrawal has been "under review" for almost a month with no progress.

I have contacted customer support 5 or 6 times, and they always give me the same response: "Your withdrawal is under review."

No further explanation has been provided, and they refuse to give me a clear answer on when my funds will be paid.

It is unacceptable that a casino takes nearly a month to process a standard withdrawal, especially after already approving and paying my first one. This is a clear attempt to delay or possibly avoid payment.

I request that Casino Guru assists me in getting my withdrawal processed immediately.

Thank you for your help.

Dear apuestainteligente99,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Could you please let me know if your account has been fully verified?

Yes, it is fully verified

Have you been informed why you can't withdraw your winnings? Is it an internal issue with the casino system or just related to your account?

I don't know anything, but I have assumed that it is the same company as blackmagiccasino about which I have exactly the same problem, so since they don't pay me there I suppose the reason will be the same, the websites are identical and the policies too, also the same thing has happened in both, they have paid me the first 500 and then nothing, I have assumed that it is the same website and I am only speaking with one of their supports, because I suppose the answer will be the same for both.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

Sports betting and roulette.

Did you achieve your current balance with the help of a bonus?

No

I've been able to talk to them via chat for the first time because other times it's been impossible and they tell me that everything is fine, that there are delays and that they will pay soon, but since February 25th I'm very surprised that they're paying, and if they pay once a month it will take me a year to withdraw $3,300, it's totally unacceptable.

¿Podría informarme si su cuenta ha sido completamente verificada?

Si, está totalmente verificada

¿Te han informado por qué no puedes retirar tus ganancias? ¿Es un problema interno del sistema del casino o solo está relacionado con tu cuenta?

No se nada, pero he imaginado que es la misma empresa que blackmagiccasino sobre la cual tengo exactamente el mismo problema, así que como no me pagan allí supongo que el motivo será el mismo, las webs son idénticas y las políticas también, además ha ocurrido lo mismo en las 2, me han pagado los primeros 500 y luego nada, he supuesto que es la misma web y solo he estoy hablando con con uno de sus soportes, porque supongo que la respuesta será igual para los dos.

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, apuestas deportivas)

Apuestas deportivas y ruleta.

¿Lograste tu saldo actual con la ayuda de un bono?

No

He podido hablar por ellos por chat por primera vez porque otras veces ha sido imposible y me dicen que está todo bien que hay retrasos y que pagarán pronto, pero es que desde el día 25 de Febrero me extraña mucho que paguen, y si pagan 1 vez al mes voy a tardar 1 año en retirar 3300 dolares, es totalmente inaceptable.

Thank you very much, apuestainteligente99, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you apuestainteligente99 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Blood Moon Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!