Casino Guru

Hello Marius, Thank you very much for taking the time to share your positive experience with us. We’re very happy to hear that your payment has been successfully processed. We understand how stressful delayed withdrawals can be, so it is great to know that your complaint has now been resolved. We will also make sure to pass your kind words on to Maria, who assisted you during the complaint process. Thank you again for your trust and support. Kind regards, Casino Guru Team

Hello Bruno, Thank you for taking the time to share your experience. We understand your frustration and would like to reiterate that your complaint was not closed because we decided that the casino’s actions were justified. After you confirmed that the issue stemmed entirely from sports betting, we explained that Casino Guru is not equipped to handle sports-betting disputes. The complaint was therefore rejected because it fell outside the scope of our mediation service; it was not explicitly decided in the casino’s favor. We also respectfully disagree that this decision was influenced by an affiliate relationship. The casino in question currently has a low Safety Index on our website, and both the complaint history and our assessment of the casino remain publicly visible. We are sorry that we could not assist further in this particular case. Kind regards, Casino Guru Team

Hello Sten, Thank you very much for taking the time to share your first impression of Casino Guru. We’re happy to hear that your experience has been positive so far. Since you’re still new here, we hope you continue finding our website useful and easy to explore as you get more familiar with everything available. Thank you again for your support, and we’re glad to have you with us. Kind regards, Casino Guru Team

Hello Martin, Thank you for taking the time to explain your concerns. While we acknowledge your frustration, we would like to clarify that your complaint remains open. Our team requested additional communication and information to establish how the casino handled your account closure request and to confirm the current balance and account status. The complaint has not been rejected or decided in the casino’s favor. Casino Guru does not operate any of the casinos mentioned and cannot control their withdrawal processes, account closure procedures, or responses to players. Our role is to review the available evidence, facilitate communication, and assess the casino’s conduct according to our complaint methodology and fair gambling standards. Our ratings consider several factors and are not determined solely by public reviews. A casino’s Safety Index may also change when new verified information or complaint outcomes become available. Affiliate relationships do not influence our complaint decisions or casino evaluations. More information about how our casino reviews and ratings are prepared can be found here: https://casino.guru/guide/our-casino-reviews We are sorry that the process has not yet provided the clarity you expected. Kind regards, Casino Guru Team

Hello Kurt, Thank you very much for taking the time to share your experience with Casino Guru. We appreciate your kind words and your continued trust in our team. We understand how stressful payment delays and similar situations can be, especially when funds are taking longer than expected to arrive. We are very happy to know that you felt our team made a real effort to assist you and that you found our approach objective and fair. Your recommendation and support are very much appreciated. Kind regards, Casino Guru Team

Hello, Thank you for taking the time to share your experience. We’re sorry to hear about the difficulties you encountered with Betcoin. We would, however, like to clarify the role of Casino Guru and the reasons why we were unable to assist you in this particular case. Casino Guru focuses on online casinos and casino-related disputes. Our Safety Index and casino reviews are based on factors relevant to the casino side of the industry. Sports betting is a separate area with different rules, practices, and specialist considerations, and it is not an area we currently cover or review. We therefore do not publish sports betting reviews or have the necessary expertise and tools to investigate disputes concerning sports betting activity. For this reason, when you confirmed that your activity at Betcoin consisted exclusively of sports betting, we had to close your complaint without a resolution. This was not a rejection of your claim or a conclusion that the casino had acted correctly. We simply could not fairly assess the case based on our area of expertise. We understand that this may have been disappointing, but we hope this clarifies that your experience with a sports betting operator should not be interpreted as Casino Guru promoting or endorsing it. Our work and ratings are focused on the online casino sector, which is the area we specialise in. Best regards, Casino.Guru Team

Hello Steven, Thank you for taking the time to leave us a review. We really appreciate your kind words about our team. It's great to know you had a positive experience with us. Feedback like yours is always encouraging and motivates us to keep doing our best. Thank you again for your support. We hope you continue to enjoy Casino Guru. Best regards, Casino Guru

Hi Mike, Thank you for your 4-star review! We're glad to hear that you enjoyed your playing experience. We understand your suggestion about being able to change the bet size. Since these are free demo games, some features may be limited, and the available betting options are determined by the game providers. We hope you'll continue enjoying our free games, exploring our casino recommendations, and taking part in our tournaments. And if you ever experience any issues with an online casino, don't hesitate to submit a complaint through our website. We'll be happy to review your case and do our best to help. Best regards, Casino.Guru Team

Hi, Thank you for sharing your feedback. We're sorry to hear that you feel this way about Casino Guru. We would like to clarify that we were unable to identify the complaint you are referring to based on the information provided in your review. Without sufficient details, we cannot verify what happened or review the communication between you and our complaint team. Casino Guru's Complaint Resolution Center operates independently of our affiliate partnerships. Our resolvers assess each complaint based on the available evidence provided by both the player and the casino. While we understand that not every decision will be satisfactory to the player, our conclusions are not influenced by whether a casino is our affiliate. If you are referring to a complaint handled by our team, we would appreciate it if you could contact us with your complaint ID or the email address used to submit it. We will be happy to review the case internally to ensure it was handled in accordance with our procedures. Best regards, Casino.Guru Team

Hello Jeffrey, Thank you very much for taking the time to share your experience with us. We are happy to hear our team was able to help with your complaints and that your winnings were eventually paid. We understand how frustrating it can be when withdrawals are delayed, especially when this happens more than once. It means a lot to know that our involvement helped make a difference in your cases. Reviews like yours are a great reminder of why our complaint mediation work matters. Thank you again for your trust and support. Kind regards, Casino Guru Team

Hello Miro, Thank you very much for your positive review. We’re happy to hear that our team was able to help with your issue. Waiting for a payment can be frustrating, so it means a lot to know that our support was useful during the process. Reviews like yours mean a lot to us and are a great reminder of why this work matters. Thank you again for your trust and support. Kind regards, Casino Guru Team

Hello Svit, Thank you for taking the time to share your feedback. We understand why this outcome was disappointing from your perspective, especially given the amount and time involved. To highlight the key point, the remaining balance was lost through gameplay while it was still available in your casino account. As no responsible gambling concern was raised in this particular complaint, the case had to be assessed as a delayed payment. Even when a withdrawal delay is questioned, it does not automatically mean that funds wagered and lost later on can still be treated as unpaid withdrawals. Otherwise, the casino would effectively carry all risk after further gameplay, while any additional winnings would remain with the player. That is not a position we can reasonably apply when assessing complaints as independent mediators. When a player’s balance remains intact, we continue asking the casino for explanations regarding delayed withdrawals and assess whether the delay is justified. However, once the disputed funds have been played and lost, we can no longer proceed with the complaint as there are no funds to retrieve. We can review evidence, invite casinos to respond, and internally evaluate whether a casino’s conduct can be challenged for future cases, but we cannot reverse gameplay or treat funds as unpaid once they are no longer pending. We are sorry that the process did not lead to the outcome you expected, but the conclusion was based on the circumstances available in the complaint. Kind regards, Casino Guru Team

Hello Shanna, Thank you very much for taking the time to share your positive experience with Casino Guru. We’re happy to hear that you enjoy using our platform to keep up with casino news, bonuses, tournaments, and information about online casinos. It is great to know that these features make your visits worthwhile and help you stay informed about what is happening in the casino world. Thank you again for your support and for being part of the Casino Guru community. We hope you continue to enjoy everything our platform has to offer. Kind regards, Casino Guru Team

Hello Chri, Thank you very much for taking the time to share your experience with us. We truly appreciate your kind words and are glad to hear that our team has been able to help when you needed support. We are always here to review player concerns independently and help in difficult situations with casinos where possible. We hope the support you received helped make those difficult situations a little clearer and easier to navigate. Thank you again for your review. We really appreciate it. Kind regards, Casino Guru Team

Hello Slyn, Thank you for taking the time to share your experience with Casino Guru. Having your account restricted due to your geographic location must have been very frustrating, especially as the situation stretched on for several months and your funds remained tied up. We're glad that Michal was able to assist throughout the process and help facilitate communication between both sides. We'll be sure to pass along your kind words to him. It means a lot to hear that you felt supported during such a challenging situation. Reviews like yours remind us why this work matters. Anyone interested in the complaint details can find them here: 👉 https://casino.guru/complaints/instant-casino-player-s-account-is-restricted--winnings Thank you again for your trust and support. Kind regards, Casino Guru Team

Hello Vitalijs, Thank you for taking the time to share your feedback. We are sorry to hear that you had a confusing experience while using Casino Guru. From your review, we are not completely sure whether the issue is related to a deleted casino review, missing text in a review, or a message sent to our Help Center. We would really like to understand what happened and help you look into it properly. Could you please contact us at [email protected] and include more details about the exact issue, the casino involved, and any screenshots or links that may help us identify the situation? Once we have more information, our team will gladly review the matter and assist you further. Kind regards, Casino Guru Team

Hello EM Bamford, Thank you very much for taking the time to leave us a positive review. We’re really happy to hear that you had an awesome experience with us. Even short messages like yours mean a lot to our team, and it’s great to know that you enjoyed using our platform. Thank you again for your support, we hope you continue having a great experience with Casino Guru. Kind regards, Casino Guru Team

Hello Alen, Thank you for taking the time to share your experience with us. We know how stressful and exhausting account verification issues can be, especially when access to your funds is limited and you are left waiting for updates. We're very pleased to hear that Lucia was able to support you throughout the process. Keeping players informed and helping maintain communication is an important part of what our team does, and we're glad her assistance helped keep the case moving. We'll be sure to pass along your kind words to her. It's especially encouraging to hear that your withdrawals started being processed and that you have already received almost the entire amount. Anyone interested in the details of the complaint can find them here: 👉https://casino.guru/complaints/wild-robin-casino-player-s-withdrawal-is-delayed-13 Thank you again for your trust, support, and recommendation. Kind regards, Casino Guru Team

Hello Zin, Thank you for taking the time to share your concerns. We understand why waiting for updates can feel frustrating, especially when the process takes longer than you hoped. For context, Casino Guru acts as an independent mediator between players and casinos. In the initial stages of complaint resolution, our team needs to clarify the situation, review the information submitted by the player, and ask follow-up questions so we can contact the casino with as much knowledge as possible. This can sometimes feel slow, but these questions are important for understanding the case properly. We currently handle a very large number of active complaints, so we cannot always respond as quickly as every player would prefer. However, delays or follow-up questions are not intended to exhaust players or close cases unfairly. They are part of making sure each complaint is reviewed properly. We are sorry that the pace of communication has left you feeling this way, and we appreciate your patience while your complaint is being handled. Kind regards, Casino Guru Team