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hello . I completed my KYC last month, and then I did a withdrawal of USD 400. I did it on March 27th and as today it will be in pending status. I contacted a lot of times the chat support and always told me the same "that I should wait".

Also I sent mails to the support but never answered me.

Dear pablofco1,

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 from the casino in the past?
• Is your casino account currently accessible to you?
• Have you accumulated your winnings with the help of a 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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello. Thanks for your help. I answer him:

• This is my first withdrawal request at this casino
• I currently have access to the casino
• I have not used any bonus or promotion

greetings

Hola. Gracias por su ayuda. Le respondo:

• esta es mi primer solicitud de retiro en este casino
• actualmente tengo acceso al casino
• no he utilizado ningún bono o promoción

saludos

Thank you very much, pablofco1, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 pablofco1,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Puzzle Casino to join the conversation and participate in the resolution of this complaint.

Dear Puzzle Casino,

Can you please provide an update on the status of the player's withdrawal request?

Best wishes,

Dominika

Casino.Guru

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru