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I've been trying to withdraw money from my account for almost a month and a half. They haven't contacted me, they haven't responded to any emails, and the chat tells me to wait for a reply. I even filed a complaint on another forum, and they didn't respond there either. They closed my account, and I haven't received any information about withdrawing my funds, not even an explanation. The only thing they've told me via chat is to wait for an email requesting KYC verification, but I've been waiting for a month and a half now.

Llevo intentando retirar el dinero de mi cuenta durante casi 1 mes y medio. No se comunican conmigo, no responden ningún correo, desde el chat me dicen que espere contestación, creé una queja en otro foro y tampoco contestaron. Cerraron mi cuenta y no recibo contestación acerca del retiro de mis fondos, ni una explicación. Lo único que me han dicho por chat es que espere un correo en el que me pedirán kyc pero llevo ya mes y medio esperando

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 paqui124312,

Thank you very much for submitting your complaint. I’m sorry to hear that you did not receive your withdrawals and your account closed. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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?
• You were expecting an email for instructions on KYC verification. Did you check your spam folder for the email?
• Could you please advise how long you were a player at the casino and when exactly your account was closed?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

What games did you play to accumulate your current casino balance?

Casino

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

No

You were expecting an email with instructions for KYC verification. Did you check your spam folder?

Clear

Could you tell us how long you were a casino player and exactly when your account was closed?

Well, it closed a month ago, and I was a player for a few weeks.

¿A qué juegos jugaste para acumular tu saldo actual en el casino?

Casino

¿Lograste tu saldo actual con la ayuda de una bonificación?

No

Esperabas un correo electrónico con instrucciones para la verificación KYC. ¿Revisaste tu carpeta de correo no deseado?

Claro

¿Podría indicarnos cuánto tiempo fue jugador del casino y cuándo se cerró exactamente su cuenta?

Pues se cerró hace un mes, y fui jugador durante algunas semanas

Dear paqui124312,

Thank you for bringing this matter to our attention.

We would like to inform you that this case is currently under active review and is being handled by the relevant team. The necessary steps to process the withdrawal have already been initiated, and the request is now in progress.

At this stage, we are working on completing the process, and everything is moving forward accordingly. We expect the matter to be resolved soon.

We kindly ask for a bit more patience while the final steps are completed. The player will be informed as soon as there is an update.

Kind regards,

Boomerang Bet Team

Dear Boomerang Bet Team,

I’m glad you were able to join the discussion. Please confirm whether the player’s account is officially closed. Additionally, provide an update on the status of the player’s withdrawal within one week so we can accurately track the progress of this case.

Thank you.

I was asked to withdraw my funds on May 7th, and I am waiting to receive them.

Se me solicitó el retiro el 7 de mayo, estoy a la espera de recibirlo

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.

Dear Jean, dear paqui124312,

Thank you for your patience.

We can confirm that the withdrawal has been processed from our side.

We kindly ask the player to confirm once the funds are received.

Kind regards,

Boomerang Bet Team

Hello paqui124312,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear paqui124312,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru