Casino Guru

Hello Dee, Thank you very much for taking the time to share your experience with us. We know that waiting for a payment can be very frustrating, especially when the status of your withdrawal is unclear. We’re really happy that our team was able to guide you through the complaint process and be there to answer your questions along the way. We’ll make sure to pass your kind words on to Tomas, who was assigned to your case and will surely appreciate them 😊 It means a lot to know that our assistance made the process easier and that the issue was resolved. Anyone interested in the details of the complaint can find them here: 👉 https://casino.guru/complaints/vox-casino-player-s-withdrawal-is-delayed-due-to-account Thank you again for your trust and support. Kind regards, Casino Guru Team

Dear Wilhelmina, Thank you for the wonderful review! We're delighted to hear you're enjoying our free tournaments. Your support means a lot to us, and we hope you continue having a great time with Casino Guru. Best of luck in the upcoming tournaments! Kind regards, Casino Guru Team

Hello Remco, Thank you very much for taking the time to share your experience with us. We’re glad to hear that you were satisfied with the help you received and that the communication felt professional and quick. We understand how stressful it can be when a self-exclusion request is involved, especially when you are trying to make sure your account is handled properly. We’ll make sure to pass your kind words on to Martin, who was assigned to your case. He’ll surely appreciate knowing that his help and communication made a difference. Those interested in the details of the complaint can find them here: 👉https://casino.guru/complaints/vegas-hero-casino-player-s-account-has-not-been-closed-1 Thank you again for your trust and support. Reviews like yours remind us why our work is meaningful. Kind regards, Casino Guru Team

Hello Soprano, Thank you for taking the time to share your concerns. We understand why this case was deeply frustrating for you, especially since it concerns a self-exclusion dispute involving significant losses. These cases are always sensitive, and we acknowledge that the casino’s cooperation and transparency were a focal issue in this complaint. For readers who may not know the background, your complaint remains publicly visible and is currently closed against the casino with the verdict “Against Fair Gambling Codex.” It is important to clarify that the case is not currently closed as uncertain, nor was the final outcome in the casino’s favor. We would also like to mention that the communication was reviewed by two regulators, and based on the material available to them, both regulators ruled against your claim. Casino Guru remained the only platform to issue a verdict in your favor. It is also important to mention that the case was opened in 2022. At that point in time, many casinos had very limited responsible gambling tools, and industry standards in this area have developed significantly since then. Nevertheless, the casino’s lack of clear cooperation and inability to provide the original chat records were important factors in the final verdict against it. We understand that you disagree with the exact penalty calculation and expected a stronger rating impact. However, the earlier rating decrease mentioned in your review was not caused by this complaint alone, but also by other unresolved complaints and the casino’s broader complaint history at the time. The current conclusion was not made to protect the casino or its commercial position. It was based on the complaint history, the evidence available, regulator-related information, and the same standards we apply in similar cases. The complaint history, including the timeline and final verdict, remains publicly accessible here: 👉 https://casino.guru/complaints/22bet-casino-the-player-s-self-exclusion-failed Kind regards, Casino Guru Team

Hello Claudio, Thank you very much for taking the time to share your experience with us. We’re glad to hear that your problem was solved and that our team was able to help with your complaint. We understand how stressful it can be when a self-exclusion issue is involved, especially when you are trying to make sure your account is handled properly. We’ll make sure to pass your thanks on to Attila, who was assigned to your case. He’ll surely appreciate your kind words. Those interested in the details of the complaint can find them here: 👉https://casino.guru/complaints/boomerang-casino-player-s-account-remains-open-despite-2 Thank you again for your trust and support. Reviews like yours mean a lot to our team. Kind regards, Casino Guru Team

Hello Futár, Thank you for taking the time to share your experience and for such a thoughtful review. We can only imagine how frustrating it must have been to face repeated obstacles when trying to withdraw your winnings, especially after completing the verification process and receiving conflicting explanations from the casino. We're very pleased that our Complaint Resolution Center was able to assist you. Petra and Jana will be delighted to read your kind words. We'll make sure your appreciation is passed on to them. They both invest a great deal of effort into every case they handle. It's especially rewarding to hear that the complaint process helped bring attention to the issue and ultimately led to the casino addressing it. Reviews like yours remind us why this work matters. Those interested in the details of the complaint can find them here: 👉https://casino.guru/complaints/betista-casino-player-s-withdrawal-is-delayed-due Thank you again for your trust, support, and recommendation. Kind regards, Casino Guru

Hello Lorenzo, Thank you for taking the time to share your feedback. We understand your frustration, especially since the complaint had to be closed while you still had not received your balance. For context, the complaint was not closed because our team wanted to stop the recovery of your funds. The case was being significantly delayed due to unclear explanations by the casino, including an alleged breach related to betting activity and later unresolved KYC issues. Despite repeated requests to clarify the situation with the casino, it did not provide a clear explanation for the prolonged verification delays. You also mentioned that many of your previous complaints were rejected. Each complaint is assessed individually based on the evidence available in that specific case. In this complaint, even taking the wider complaint history into account, the casino was still expected to substantiate its claims and explain the prolonged verification process properly. Because the casino was unable to justify its actions, the complaint had to be closed as unresolved. Casino Guru can review evidence, challenge a casino’s position, and publicly evaluate the case, but as an independent mediator, we cannot force a casino to complete verification or release funds if it does not cooperate properly. Anyone interested in the full complaint history can find it here: 👉 https://casino.guru/complaints/spinanga-casino-player-s-account-has-been-closed-1 We are sorry that we were not able to secure the result you were hoping for. Kind regards, Casino Guru Team

Hello Bradley, Thank you for taking the time to leave us a review. We're delighted to hear that everything went smoothly and that you had a positive experience with Casino Guru. Feedback like yours is always appreciated by our team and lets us know we're moving in the right direction. Thank you again for your support, and we hope you'll continue to enjoy our platform 💚 Kind regards, Casino Guru Team

Hi Prabin, Thank you so much for your wonderful review and kind words. We are truly happy to hear that our team was able to help you resolve your issue with Realz Casino. Your appreciation means a lot to us, and we will be sure to pass your message on to Martina as well. Our goal is always to support players fairly and transparently throughout the complaint process, so it is very rewarding to know that you had a positive experience with us. For anyone interested, the resolved complaint can be found here: 👉https://casino.guru/complaints/realz-casino-player-s-withdrawal-is-delayed-3 Thank you once again for your trust and support. Best regards, Casino.Guru Team

Hi Rosco, Thank you very much for your review and for sharing your experience with us. We are really happy to hear that you had an awesome experience with Casino.Guru! Positive feedback like yours means a lot to our team and motivates us to continue improving our services for players around the world. At the same time, we noticed you rated us 4 stars, and we would genuinely love to know what we could improve to earn that 5th star from you. Any feedback or suggestions would be greatly appreciated and very helpful for us. Thank you once again for your support, and we hope to keep providing you with a great experience in the future! Best regards, Casino.Guru Team

Hello Martin, Thank you for sharing your experience. We understand that you are disappointed with the outcome of the complaints you've submitted to us. We would like to clarify that our conclusions were not based on looking for one exact phrase or specific wording. What matters in responsible gambling complaints is whether the casino was clearly made aware that the account closure request was connected to gambling problems, loss of control, or addiction. This distinction is important because a standard account closure request and a self-exclusion request due to gambling addiction are not handled in the same way. Casinos are expected to apply stronger protective measures when a player clearly communicates a gambling problem. However, if the available communication only shows a general request to close the account, or no reason is given, we cannot conclude that the casino ignored a responsible gambling warning. Our role is to assess complaints based on the available evidence and the standards we apply consistently across similar cases. Your other complaints were reviewed under the same principles, and the reasoning was explained during the complaint process. Different mediation platforms may choose to assess cases under different criteria. Casino Guru applies its own complaint methodology, and our conclusions were based on the facts and communication available to us, not on protecting any casino or its image. Kind regards, Casino Guru Team

Hi Giovanni, Thank you for taking the time to share your feedback. We're sorry that you were disappointed with your experience. We understand that waiting for replies can be frustrating. However, our Complaint Resolution Center follows a structured process to ensure that every case is assessed as fairly and thoroughly as possible. Before contacting the casino, we first gather all relevant information and supporting evidence from the player. This helps us avoid unnecessary delays later and allows us to present the casino with a complete picture of the dispute. In your particular case, the situation initially appeared to be related to disputed deposits and the investigation surrounding them. As we reviewed the documents and your explanations, it became clear that the issue was actually connected to sports betting activity. Unfortunately, disputes related exclusively to sports betting fall outside our area of expertise, as we do not have the knowledge required to fairly assess such cases. For that reason, we were unable to continue with the complaint, despite our efforts to understand the situation. While our response times may vary depending on our workload and the complexity of a case, every complaint is reviewed individually and with the intention of helping wherever possible. We hope that if you encounter an issue with an online casino in the future, you'll give us another opportunity to assist you. If the complaint falls within the scope of our Complaint Resolution Center, we'll be happy to do our best to help. Best regards, Casino.Guru Team

Hi Oscar, Thank you very much for taking the time to leave us such a positive review and recommendation. We are very happy to hear that our team was able to help you recover your winnings and assist you throughout the complaint process. Situations like these can often be stressful and frustrating for players, which is exactly why our Complaint Resolution Center exists — to help ensure that players are heard and that casinos are encouraged to communicate and act fairly. We would also like to thank you for your cooperation during the process, as successful resolutions are always easier to achieve when both sides actively communicate and provide the necessary information. A special thank you from Mirka as well, who handled your complaint: 👉 https://casino.guru/complaints/nv-casino-player-s-account-is-closed-with-funds-confiscated Your feedback truly means a lot to our whole team and motivates us to continue helping players every day. We wish you all the best and, hopefully, only positive gaming experiences in the future! Best regards, Casino.Guru Team

Hi Rieda, Thank you very much for your review and for reaching out. We would be happy to help answer your question, however, we are not entirely sure what you mean by “Are demo mode full version?” Could you please provide a bit more detail or clarify your question for us? Once we better understand what you are asking about, we will gladly assist you further. Looking forward to your reply. Best regards, Casino.Guru Team

Hi Shelley, Thank you so much for your kind words and for taking the time to share your experience with us. We are very happy to hear that you felt supported throughout the complaint process. While we also hope you won’t face similar issues again in the future, it means a lot to know that our work helps players feel safer and heard when dealing with online casinos. A special thank you also for your cooperation during your complaint handled by Igor: 👉https://casino.guru/complaints/bankonbet-casino-player-s-account-remains-open-despite-3 We truly appreciate your trust in our team and wish you all the best moving forward! Best regards, Casino.Guru Team

Hi Aron, Thank you so much for your incredibly kind words and for taking the time to share your experience. We are truly happy to hear that your issue was successfully resolved and that you regained access to both your account and your winnings. Cases like yours are exactly why our Complaint Resolution Center exists — to provide players with an independent mediation service and ensure that every case is reviewed fairly and individually. We will also make sure that your appreciation is shared with Veronika and Michal. They will be very happy to know their work made such a positive difference for you. For anyone interested in more details about this case, the full public complaint can be found here: 👉https://casino.guru/complaints/icecasino-player-s-winnings-have-been-confiscated-5 Thank you once again for your trust, support, and kind wishes. We wish you all the best moving forward and hope your future gaming experience will be much smoother. Best regards, Casino.Guru Team

Hi Damian, Thank you very much for your positive review and for sharing your experience with us. We would also like to kindly clarify for other readers that Casino.Guru is not a casino operator. We are an independent casino review website and complaint mediation platform that helps players resolve issues with online casinos and provides reviews, information, and safety evaluations about gambling websites. If your review is related to a specific casino you discovered through our website, you may also consider sharing your experience directly on that casino’s profile page so it can help other players as well. Nevertheless, we are truly happy to hear that you had a positive experience through our platform and appreciate your support very much 💚 Best regards, Casino.Guru Team

Hi Vasiliki, Thank you very much for taking the time to leave us a positive review and share your experience with our complaint team. We truly appreciate your feedback and are very happy to hear that your issue was resolved quickly and smoothly. We understand that situations related to account closures or responsible gambling requests can sometimes become stressful or unclear, so it means a lot to us that you felt supported throughout the process. We are especially happy that Michal could assist you during your complaint process and help bring the case to a fast resolution. Feedback like yours motivates our entire team to continue helping players and maintaining fair and transparent communication with casinos. For anyone interested in reading more details about Vasiliki’s resolved complaint, you can find it here: 👉 https://casino.guru/complaints/slotspalace-casino-player-s-account-closure-request-2 Thank you once again for your trust and kind words 💚 Best regards, Casino.Guru Team

Hi GS, Thank you very much for your kind words and for your continued trust in our team over the years. We truly appreciate your feedback and are very happy that we could assist you with several of your complaints. We understand how stressful situations involving delayed withdrawals and larger winnings can be, especially in cases such as your current complaint regarding more than €4,000. Kubo will certainly appreciate your positive words and recognition of his efforts throughout the complaint process. We sincerely hope that your current case will also be resolved to your satisfaction as soon as possible. For anyone interested in reading more details about the ongoing complaint, you can find it here: 👉 https://casino.guru/complaints/buff-bets-casino-player-s-withdrawal-process-is-delayed Thank you once again for taking the time to share your experience with us 💚 Best regards, Casino.Guru Team

Olá Débbie, Muito obrigado pela sua avaliação positiva! Agradecemos sinceramente pelo seu feedback e ficamos muito felizes em saber que teve uma boa experiência com a nossa equipa e serviços. Mesmo avaliações curtas como a sua significam muito para nós e motivam-nos a continuar a ajudar os jogadores com justiça, transparência e profissionalismo. O seu apoio e confiança significam muito para nós 💚 Com os melhores cumprimentos, Equipa Casino.Guru