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i have since used my winning after waiting a week to be paid this casino uses every delay tactic available to delay paying there customers out after submitting lots of sensitive private info they they want a telephone call before putting me withdrawal through absolute curruprt casino should have licence pulled 1/10

Dear John,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal in this casino? Have you completed KYC account verification in the past?

Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal. Please let us know if this advice was helpful or we need to intervene.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Also please note that the casino's rating on our site is 0,7/10.

Best regards,

Nick

thank you for your reply,let me explain my issue i played this casino recently deposited 20 and was given an unwanted bonus which naturally has wagering requirements attached ok so far,i was lucky enough to win circa £445 but when i tried to withdraw was told by live chat that i had to play out a further £1654 of play before i could make a withdrawal,fair enough thats your rules,after several hours of playing i contacted live chat again was was told by them i only had £35 to complate these conditions then i could withdraw my winningsso i bet a further £40 os so and applied to withdraw my remaining balance of £227 euros,i was then told my unwanted bonus of 87 euros would be deducted which i believe is normal and then applied to withdraw remaining funds of £127 ,i expected no problem in doing so as i had completed all conditions as required,much to my surprise i had an e mail saying my play was suspect and the casino grabbed the lot ,when checking my account next day they had put my original £20 back into my balance ,so when i won on this with no bonus i expected to be paid?i submitted every document and more besides to satisfy the casino then they wanted to ring me probally to try and convince me to spend more with them!!if you read reviews on this casino so many uk players have had there winnings confiscated,i have played slots for years and pay nothing else so this in my opinion is a bad casino and you wont be getting any more of my money regards john

Dear John,

A phone call can be a common procedure during account verification. As the casino has really bad reputation we can't be sure if they acted fairly. If you want us to intervene, we can try to contact the casino to ask them for evidence, so we will know why was your balance voided. However, I can't assure that we will get a reply from them.

Best regards

yes do that at the end of the day i am an honest player and to confiscate 227 euros of mine saying i have been dishonest is ridiculous,as they have done to many players(read reviews) is scandolous

Thank you John for your answer. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thanks

Hello John,

I am very sorry to hear about your problem. 

I would like to ask the casino what was the reason the player's winning was confiscated. Any relevant evidence can be send to my email address zuzana.r@casino.guru. 

Thanks for bringing this matter to our attention.

We have requested a review of the game history related to the confiscated winnings. We will update you once we received the outcome from the verification team.

Thanks for your patience.

Thank you for your patience.

The gameplay was reviewed and a human error had occurred during verification. We can confirm that the withdrawal of 125 Euro was reinstated and being processed to be paid to the nominated bank account.

We apologise for the inconvenience. For further status of the withdrawal, please do not hesitate to contact the casino Live Chat Support.

Kind regards

thank you looks like a good result thanks to you ill let you know if i recieve it regards john

hi i can confirm my bank account has been credited thanks to your intervention,i am now happy problem has been resolved john

Thank you John for letting us know. I am glad I can close this complaint as solved. Wish you all the best.