Formální závazek: Moje absolutní důvěra v Casino Guru jako globální autoritu

Hello to the esteemed team at Casino Guru, the global leaders in justice and integrity within the gaming industry. My greetings to all the professional investigators and officials, and most specifically to the head of the complaint resolution center, the distinguished Petronila.

I have received guidance fromeCOGRA (attached) to take my case elsewhere. However, I have refused to go anywhere else because I firmly believe that Casino Guru is the number one authority in the world for protecting players' rights. I trust your unparalleled expertise more than any other platform.

I place my full trust in your hands to recover my 50,000 EGP and set a global standard for justice

"A right delayed is a right denied."



This is the core of my case, which has been ongoing since November 3rd, 2025. I am not just looking for my 50,000 EGP, I am looking for the integrity that this industry deserves. I trust that Casino Guru will not allow justice to be delayed any longer after all these months.

Furthermore, I do not want anycolleague or fellow player to go through the same struggle I have been facing with SpinBetter since November. My goal is to ensure transparency and protection for everyone.

"A global platform like SpinBetter must realize that choosing the right agents is crucial. When an agent resorts to forging chat transcripts to falsely claim that my 50,000 EGP was sent, it doesn't just hurt the agent—it directly destroys the name and credibility of the Casino itself. For a case like mine to stay unresolved since November 3rd due to such unethical practices is a major risk to the brand's integrity.

Furthermore, these agents must be held strictly accountable. Such behavior should not be allowed to give them the impression that they can deceive Egyptian players or anyone else. It is time to set boundaries and ensure that the rights of players are protected from forgery and manipulation.



I have absolute, blind trust in Casino Guru. I see them as the ultimate source of justice, discipline, and the true defenders of those who are wronged. I am certain that thisplatform will be the beacon that brings my rights back to me and ensures that the truth prevails."

Hello, I empathize with your situation, but it is truly fair to say that here on the forum, no resolution will take place. Therefore, I do not believe it would be right to encourage you to seek problem-solving communication here. Thank you for pointing your perspective; the rest will very likely be presented here in your complaint. 👈

I just hope this was not a fake casino agent profiting from your trust because, as was said: if the payments were made to a private individual outside of the casino’s official system, it is very likely that this was a scam by someone pretending to be a casino representative, and unfortunately, recovering such funds can be very difficult. However, we will do our best to review everything and determine whether the casino bears any responsibility.

"Thank you, Radka, for your reply. I fully understand that the technical investigation happens in the 'Complaint' section, and I am already active there. However, I have been waiting for a response from Petronela for 4 days now.



I have already provided all therequired documents and definitive proof that confirms this agent is officially affiliated with the casino. My goal here in the forum is to ensure transparency regarding this serious 'Forgery' issue. If a casino is not responsible for its authorized agents, then who is? I trust Casino Guru will take swift action now that all evidence is submitted."

Hello, please imagine the complaint is a turn-based system; timely responses are beneficial but won't accelerate the process very much at this point. The more you provide, the longer it takes to review it. Your complaint includes a timer that shows the remaining time for the other party to respond.

"I appreciate the advice, Radka. My intention is not to slow down the process, but to ensure that the 'Forgery' and 'Agent manipulation' are not overlooked. This is not just a regular delay; it is a serious violation of trust.



I have already provided Petronela with definitive proof connecting the agent to the casino. I will now wait for her professional review, as I trust her expertise and Casino Guru’s commitment to justice. I hope for a swift update given the 4 days of silence."

I believe we may have differing perspectives, but the complaint will likely provide further clarity. Consider that maybe the greatest pressure point is not to rely on such agents. This statement is particularly true when the associated risks are well-established. Keeping an eye on the problem is fine, but being able to detect avoidable risks and make the right call should be the primary goal.

Based on what you have been told in the complaint, such a situation has little to do with our commitment to justice but rather with the decision to trust such an agent, for example.

In any case, kindly wait for the mediator to get back to you.

Dear Radka,

Dear Petronela,

"I can prove that these agents are

officially affiliated with SpinBetter and operate through their internal system."

I am attaching more definitive evidence from inside the official SpinBetter interface that proves these agents are authorized and integrated into their system:

Official Integration: As shown in the new screenshots, the system explicitly says: "At the moment, we have agents... under our leadership". This proves the casino is legally responsible for their actions.The "Amal" Agent: The drop-down menu clearly shows the agent "Amal (24/7)" in "Al 'Izziyah". This is the exact agent who stole my funds and provided the forged video.The Verification Rule: Look at the bottom notes in the screenshot. It says: "After your request, SpinBetter managers will perform the necessary investigations." Conclusion: The casino claims they "investigated" and found no fraud, but as I proved before, the agent’s video shows the payment at 11:22 AM, while the system only created the withdrawal code at 10:15 PMSince the casino officially manages these agents (as shown in these photos), they are 100% responsible for the 50,000 EGP stolen through their official platform.

Final Crucial Evidence:

The attached screenshots of the official "Become an Agent" page from the SpinBetter website prove that this is a structured, official business model. SpinBetter actively recruits, verifies, and provides official system access to these agents.

This confirms the casino’s total liability. They cannot claim the agent is an independent third party while their own platform shows they manage these agents "underour leadership." Since the casino built this infrastructure and officially verified the agent "Amal," they are legally responsible for the 50,000 EGP stolen through this verified channel.

Dear Radke,

Dear Petronela,

"I can prove that these agents are officially affiliated with SpinBetter and operate through their internal system."

I am attaching more definitive evidence from inside the official SpinBetter interface that proves these agents are authorized and integrated into their system:

Official Integration: As shown in the new screenshots, the system explicitly says: "At the moment, we have agents... under our leadership". This proves the casino is legally responsible for their actions.

The "Amal" Agent: The drop-down menu clearly shows the agent "Amal (24/7)" in "Al 'Izziyah". This is the exact agent who stole my funds and provided the forged video.

The Verification Rule: Look at the bottom notes in the screenshot. It says: "After your request, SpinBetter managers will perform the necessary investigations." Conclusion: The casino claims they "investigated" and found no fraud, but as I proved before, the agent’s video shows the payment at 11:22 AM, while the system only created the withdrawal code at 10:15 PM.

Since the casino officially manages these agents (as shown in these photos), they are 100% responsible for the 50,000 EGP stolen through their official platform.

Final Crucial Evidence:

The attached screenshots of the official "Become an Agent" page from the SpinBetter website prove that this is a structured, official business model. SpinBetter actively recruits, verifies, and provides official system access to these agents.

This confirms the casino’s total liability. They cannot claim the agent is an independent third party while their own platform shows they manage these agents "under

our leadership." Since the casino built this infrastructure and officially verified the agent "Amal," they are legally responsible for the 50,000 EGP stolen through this verified channel.

"URGENT: SpinBetter just blocked my account right after I submitted the video evidence of their agent's fraud. They are claiming it's for 'Responsible Gaming' (Addiction), which is a clear excuse to silence me and prevent me from accessing my transaction logs. This sudden block, happening exactly when the investigation got serious, is a direct admission of guilt. I request the Casino Guru team to take note of this retaliatory action.

Dear user, I understand you have your opinion on this, but kindly respect two things:

1) Petronela is not here and the complaint is not here either.

2) Here we can talk; this is "just the forum."

To narrow the situation a bit, let me share in what state the complaint actually is, because you present the events like an already investigated matter when key questions play a significant role:

"How did this "agent" first contact you? Was it via WhatsApp, Telegram, or directly through the casino platform?

Can you confirm whether this communication was initiated inside your casino account (official chat) or completely outside of it?

Did the casino itself (through its official website or email) ever instruct you to make these payments?

Do you have any official communication from SpinBetter casino regarding your withdrawal request?

Were the deposits of 25,000 EGP made through the casino’s official payment methods, or only via direct transfer to this individual?

Have you attempted to contact the casino’s official support about this situation? If yes, what was their response?"

You are very likely a victim of fraud, but it's still not clear how or if the casino can be held responsible for what that person did. Just as the complaint says.

I suggest taking a break and revisiting the situation once the complaint progresses.

Question 1: How did you first contact the agent? Was it through WhatsApp, Telegram, or directly from the casino platform? Answer: I contacted the agent directly through the official SpinBetter platform. On the withdrawal page, I selected the city "Al 'Izziyah" and the agent "Al'lzziyah Amal" from the official dropdown menu. The website then redirected me to his WhatsApp link.

Question 2: Can you confirm if this conversation started within your casino account or outside of it? Answer: The process started inside my account on the official withdrawal page. I have attached a screenshot of my chat with the official live support (Consultant Laith), where he explicitly instructed me to choose the agent's name and number from the withdrawal section of the website.

Question 3: Did the casino itself direct you to make these payments?

Answer: Yes. The casino lists "Al'lzziyah Amal" as an official withdrawal method. Using this official link, the agent claimed my withdrawal was "frozen" and demanded an additional 25,000 EGP to release it. I made these payments based on his status as an authorized representative listed on their site.

Question 4: Do you have any official correspondence from the casino regarding your withdrawal request?

Answer: Yes. My account history and the support chat confirm that the withdrawal order #4131098295 was confirmed and the funds were released by the casino on November 3rd at 10:15 PM. I also received a follow-up email on November 4th at 10:16 AM confirming the successful processing. This proves the funds were in the agent's possession since the night of Nov 3rd, yet he refused to send them and instead demanded more money.

Question 5: Was the 25,000 EGP deposited through the casino's official payment methods or only by direct transfer to this person?

Answer: The 25,000 EGP was a direct transfer to the agent's account under the name "Maryam Adly Labib Fayek" via Vodafone Cash and Instapay. This happened at 01:41 AM on November 4th (3 hours after the casino confirmed the withdrawal). The agent claimed this extra payment was required to "unfreeze" the funds the casino had already released at 10:15 PM.

Question 6: Have you tried contacting the casino's official support regarding this situation? If so, what was their response?

Answer: Yes, I contacted their email support ([email protected]) and provided my original video evidence and receipts showing the agent's extortion at 01:41 AM on Nov 4th. The casino ignored my proof and chose to believe the agent's fabricated video instead. After days of stalling, the casino finally blocked my account yesterday (April 14th, 2026) to stop me from accessing my records and to protect their agent. This shows they are trying to hide the fraud instead of solving it.

Hello, you need to post this in your complaint, please. Petronela is not here, as I tried to explain earlier.