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This casino won't give me my money back. They're probably involved in money laundering. The games freeze very often, which is also very strange. There's no chance of winning. Please warn others about this casino.

Diese gibt mir mein Geld nicht zurück.betreiben wahrscheinlich Geldwäsche.spiele hängen sich sehr oft auf, auch sehr komisch.keine Gewinnchancen .bitte wahrnimmt für dieses casino

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Dear ppodesser18,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustration you’re experiencing with the casino and the concerns you have raised.

To better understand the situation and determine how we can proceed, I kindly ask you to clarify a few points:

• Please specify what exact amount of money you believe the casino is withholding and whether this relates to a deposit, winnings, or a withdrawal request.
• Did you submit any withdrawal request, and if so, on what date and what was the casino’s response (if any)?
• Do you have any written communication (emails, chat transcripts, screenshots) showing the casino refusing to return your money or responding to your concerns?

If you have any relevant evidence, such as screenshots of withdrawal attempts or communication with the casino, please upload it here or forward it directly to petronela.k@casino.guru so we can review it.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

690 euros from previously failed deposits. That's outrageous! The rating is far too high, maybe 3 stars. I have screenshots. The money has been missing since December 22nd. We've been actively working on it ever since.

Um 690 Euro von Einzahlungen, die davor fehlgeschlagen sind.das ist eine große Frechheit.bewertun ist viel zu hoch.vielleicht 3 Punkte.habe Screenshots .geld fehlt seit.22.12.wir immer aktiv bearbeitet

If nothing happens, I'll contact the Austrian consumer protection agency. And Casino Guru too. Players need protection. It's not about the money, it's about protecting players. 8.8 is ridiculous. 1.2 would be a fair rating.

Wenn nichts passiert schalte ich den Konsumentenschutz für Österreich eine.aber auch für Casino Guru .spieler gehören Geschütz .mir gehts nicht um das Geld, sondern um Schutz für Spieler.8,8 ist lächerlich.1.2 wäre eine richtige Bewertung

Another question is what Casino Guru is doing now.

Auch eine Frage was Casino Guru jetzt macht.

I keep getting put off in the chat, the money still hasn't arrived. They're lying, it's brutal. New customers need to be protected. The rating is completely wrong.

Werde weiterhin im Chat vertröstet, Geld ist immer noch nicht da.es wird gelogen , brutal.neukunden müssen geschützt werden.einstufung ist total falsch.

Dear ppodesser18,

Thank you for your messages, and I’m sorry for replying only now and for the one-week delay.

From your latest comments, I understand that this complaint concerns a missing amount of €690 related to failed deposits, rather than winnings or a withdrawal.

If this is the case, the first and absolutely essential step for us to proceed is to verify that the funds actually left your payment account and were not returned. Without this, we cannot contact the casino or assess responsibility.

Therefore, I kindly ask you to provide the following:

1. Payment receipt(s) or confirmation(s) from your payment provider (bank, card issuer, e-wallet, etc.) showing:

• the date of each failed deposit,
• the exact amount(s),
• the transaction ID/reference number,

As soon as you share the payment receipts, we will review them and advise you on the next steps.

Dear ppodesser18,

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,
Petronela
Casino.Guru