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Terrible Experience – Avoid This Online Casino at All Costs!

I cannot express how disappointed I am with this online casino. From the very beginning, it has been one frustrating experience after another. If I could give zero stars, I would. Here’s why:

1. Withdrawals Held for Way Too Long 

I’ve been trying to withdraw my winnings for over two weeks now, and my request is still pending. Every time I check, I’m given the same generic response: "Your withdrawal is being processed." How long does it take to process a withdrawal? This is completely unacceptable. It feels like they’re intentionally holding onto my money, and it’s incredibly frustrating.

2. Horrible Customer Support 

The customer support team is an absolute nightmare. Not only do they take forever to respond, but when they do, it’s clear they don’t understand basic English. I’ve had to explain my issues multiple times, and even then, they provide irrelevant or incorrect information. It’s like talking to a wall. How can a casino operate without a competent support team?

3. Unanswered Questions and Misguidance 

I’ve asked specific questions about their withdrawal process and bonus terms, and instead of getting clear answers, I’ve been given vague responses or completely misled. One agent told me my withdrawal would be processed in 24 hours, only for another agent to tell me it could take up to 14 business days. The lack of consistency and transparency is appalling.

4. Overall Lack of Professionalism  

The entire experience has been a disaster. From the delayed withdrawals to the incompetent support, it’s clear this casino doesn’t value its customers. I feel like I’ve been scammed, and I wouldn’t recommend this platform to anyone. Save yourself the headache and avoid this casino at all costs.

In conclusion, this online casino is a complete waste of time and money. The lack of professionalism, poor customer service, and endless withdrawal delays make it one of the worst gambling experiences I’ve ever had. Stay far away!

Dear cartoon,

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?
• Did you accumulate 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,

Kristina

No, this is the first time withdrawing with them, they have asked me to wager the amount I have put in the account, and I will be able to withdraw, I wagered and now withdrawing.

if I go the the profile verification page, it says I don’t need to do KYC, furthermore there is no button to submit the documents. It states "At the moment your account does not require Verification. If you wish to verify your account in advance, please upload the documents below." But there is nowhere to upload.

no bonus, I always cancel the bonus.

Thank you for your reply, cartoon. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear cartoon,

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.

Hello, the case has been resolved, thank you best regards

Dear cartoon,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru