Casino Guru 

Reply from Casino Guru

Oct 23, 2025

Hi Petrus,

Thank you for taking the time to share your feedback, and we’re really sorry for the disappointment.

Unfortunately, the availability of some games depends on local regulations and licensing laws in each country. These geo-restrictions are not enforced by us, but by the game providers or regulatory authorities. As a platform, we’re required to follow these rules and therefore can’t override the regional settings for specific locations.

We completely understand how frustrating that can feel, and we truly appreciate your understanding.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 16, 2025

Hi Leonardo,

Thank you so much for sharing your experience! We’re delighted to hear that Michal and our team could assist you during such a challenging situation. 😊

We understand how stressful it can be when a withdrawal is delayed and verification requests keep piling up. Our goal is always to help players navigate these situations fairly and efficiently, communicating directly with the casino and ensuring that any discrepancies are resolved. It’s wonderful to hear that, thanks to our support, you were able to receive all your funds and have the matter fully resolved.

We truly appreciate your kind words and are thrilled that you felt supported throughout the process. Standing up for fairness and transparency in online gambling is at the heart of what we do, and feedback like yours motivates us to continue helping players every day. 🌟

For anyone interested in more details, the full case can be found here:
👉 https://casino.guru/complaints/spinmama-casino-player-s-withdrawal-is-delayed-due

Best regards,
Casino.Guru Team 💚

Reply from Casino Guru

Oct 16, 2025

Hi IB,

Thank you so much for your kind words and for sharing your experience! We’re truly happy to hear that you were satisfied with how your case was handled. We know how stressful it can be when a withdrawal is delayed—especially after your requests were cancelled without explanation and unauthorized charges appeared on your bank card. It’s great that everything was eventually resolved and you received your funds. 💸

Dominika will be delighted to know that her professionalism and objective approach made a positive difference throughout the process. Your feedback means a lot to our entire team and motivates us to continue helping players in similar situations.

For anyone interested in reading more about this case, you can find the full story here:
👉 https://casino.guru/complaints/tikitaka-casino-player-claims-that-payment-has-been-7

Best regards,
Casino.Guru Team 💚

Reply from Casino Guru

Oct 13, 2025

Hi Stacey,

Thank you for sharing your thoughts! We’re glad to hear that you think the casino is good. Just to clarify, Casino.Guru is not a casino — we are a platform that helps players resolve disputes with online casinos and provides space for reviews and discussions about them. 🎰

If your intention was to review the casino itself, you might want to submit your review directly on the casino’s official page instead. Meanwhile, if you ever need guidance on other casinos, bonuses, or tips on safe and fair gaming, our reviews and Forum discussions are here to help. 💬

Best regards,
Casino.Guru Team

Reply from Casino Guru

Updated Oct 16, 2025

Hi Daniel,

Thank you for sharing your thoughts. We understand your concerns and would like to clarify how Casino.Guru reviews and rates casinos. Our goal is to provide players with transparent, accurate, and independent information so they can make informed decisions when choosing an online casino. 🎰

Our Safety Index is based on multiple factors, including player complaints, restrictive or unfair practices, casino size, positive qualities, and related casinos. We gather information from publicly available sources, casino websites, and reports from our independent review team, who also assist players with complaints. This process is data-driven and updated regularly to ensure accuracy.

It’s important to note that we don’t promote casinos based on commercial interests. Ratings are determined by our methodology and the factors mentioned above. If a casino receives complaints, the Safety Index may adjust accordingly to reflect how the casino treats its players—this is intended to provide a realistic picture of player safety, not to mislead anyone.

You can learn more about our review and rating process here:
👉 https://casino.guru/guide/our-casino-reviews

We also see that you currently have a complaint in progress. Our team will continue assisting you with that case, and we encourage you to provide any additional information if needed to help us reach the best resolution.

We appreciate your feedback and hope this helps clarify our approach to reviewing online casinos.

Best regards,
Casino.Guru Team 💚

Reply from Casino Guru

Oct 13, 2025

Hi Darren,

Thank you for sharing your thoughts! We’re glad to hear that you enjoy free bonuses — they can definitely make online gaming more exciting and rewarding. At Casino.Guru, we strive to help players not only find the best bonus offers but also ensure they have a safe and fair gaming experience while enjoying them. 🎰

We noticed you gave us 3 stars and would love to hear your thoughts on how we could improve to earn a 5-star rating from you. Your feedback is really important to us and helps make our platform even better for players like you.

If you ever have questions about claiming bonuses or want advice on the most trustworthy casinos, we’re always here to guide you.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 9, 2025

Hi Atul,

Thank you for the wonderful feedback — we’re truly happy you felt supported and that everything was resolved smoothly. 🌟
Situations involving self-exclusion can be stressful, and we appreciate the trust you placed in us while we worked through it together. Our colleague Igor stayed in touch throughout and helped coordinate the next steps so the outcome aligned with responsible-gambling protections.

At Casino.Guru, our goal is simple: clear communication, fair treatment, and strong player protection. Knowing your experience reflected that means a lot to our team.

If anyone would like to see the public summary of this case, it’s here
👉 🔗 https://casino.guru/complaints/shock-casino-player-s-account-was-closed-but-reopened

Thank you again for your kind words.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 9, 2025

Hi Γιάννης,

Thank you so much for your kind review — we’re really glad we could be there for you. 🌟 Our colleague Mirka supported you throughout and stayed in touch until the casino confirmed your withdrawal was processed. We know how stressful waiting can be, and it means a lot to us that you felt supported and heard.

At Casino.Guru, our goal is to make the process clearer, keep communication moving, and help reach a fair outcome. We appreciate you taking the time to share your experience — feedback like yours helps other players feel more confident about seeking help when they need it.

If anyone would like to see how the case unfolded, the public summary is here
👉 🔗 https://casino.guru/complaints/pistolo-casino-withdrawal-of-player-s-winnings-has-3

Thanks again for the trust and kind words!

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 7, 2025

Hi LuckyL,

Thank you so much for sharing your experience 💚. We’re really glad to hear that you found our platform helpful in dealing with issues at online casinos. It’s always our goal to provide players with reliable support and guidance when problems arise.

For anyone experiencing delayed payments or other difficulties with a casino, we recommend submitting a complaint through our Complaints Resolution Center here:
👉 https://casino.guru/complaints/create.
Our team works closely with players and casinos to mediate disputes, which often helps speed up the resolution process and ensures that players’ concerns are addressed properly.

Your feedback is very encouraging and motivates us to continue improving our services so that every player can feel supported and informed when navigating online casinos.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 7, 2025

Hi Zia K,

Thank you for taking the time to share your experience. We’re truly sorry to hear what you’ve been through — delayed payouts, unclear terms, and an account suspension are understandably very frustrating.

We’d just like to clarify that Casino.Guru is not an online casino. We are an independent platform dedicated to helping players like you. We provide educational resources, space for open discussions, and most importantly, a Complaint Resolution Center, where our team works with players and casinos to resolve issues fairly.

If you haven’t already, we encourage you to submit your case through our Complaints Resolution Center here:
👉https://casino.guru/complaints.
Once submitted, our team will carefully review the details of your situation and do our best to assist you in reaching a fair outcome with the casino.

We completely understand how discouraging such experiences can be, but please don’t lose hope — we’re here to support you and try to make sure your voice is heard.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 3, 2025

Hi Klaas MSI,

Thank you so much for your lovely review 💚 We’re really happy to hear that our involvement helped speed things up and that the casino started taking your situation more seriously once the case was picked up.

It always means a lot to us when players share that our support made a real difference. Even a single clear communication can sometimes be all that’s needed to get things moving in the right direction — and we’re glad that was the case here.

A big thank-you goes to Dominika, who assisted you throughout the process and made sure your issue was addressed promptly. Your cooperation also played an important role in achieving such a quick and positive outcome.

For anyone interested in reading the full story, you can find it here 👉 https://casino.guru/complaints/fatpirate-casino-withdrawal-of-player-s-winnings-has-4

Thank you again for taking the time to share your experience — feedback like yours really motivates our team and helps other players know that they’re not alone.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 3, 2025

Hi Super Saiyan,

Thank you so much for your wonderful review 💚 We’re genuinely happy to hear that you’ve had such a great experience using our website!

It’s fantastic to know that you find our casino reviews and the information we provide to be at a high level — our team puts a lot of effort into keeping everything clear, transparent, and up to date so players can make well-informed choices 🎯✨

We’re also really glad you’re enjoying our free games. They’re a fun way to explore new slots and features without any risk, and it’s great to see players like you making the most of them.

Feedback like yours truly motivates the entire Casino.Guru team to keep improving and building a platform that players around the world can trust and enjoy.

All the best to you, and thank you again for taking the time to share such kind words.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 3, 2025

Hi FireA,

Thank you so much for your wonderful review 💚 We’re really happy to hear that we could help you solve not just one, but two separate issues with the casinos.

We know how stressful long verification checks and delayed withdrawals can be — especially when documents keep getting rejected or the process drags on for weeks. It was great to see everything finally come together and both cases reach a positive resolution.

A special shout-out to Martina and Stefan, who supported you throughout both complaints and worked closely with the casinos to get things moving. Their persistence and clear communication really made the difference ✨

For anyone curious to see how it all unfolded, the full stories can be found here:
🔗 https://casino.guru/complaints/bdm-bet-casino-player-s-withdrawal-is-delayed-due-8

🔗 https://casino.guru/complaints/oscarspin-casino-player-s-withdrawal-request-is-delayed

Thank you again for taking the time to share your experience — it really means a lot to us and helps other players facing similar issues.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Oct 3, 2025

Oi Jose,

Muito obrigado pela sua avaliação. Ficamos muito felizes em saber que você achou o nosso Fórum útil para comparar cassinos e resolver disputas — é exatamente para isso que ele existe!

Lembramos bem do seu caso com o MonsterWin Casino. Você estava esperando pelo seu saque desde 7 de setembro, recebendo sempre a mesma mensagem sobre “atrasos” do suporte 😕. Depois de 21 longos dias, foi um alívio ver tudo finalmente resolvido 🎉

Um agradecimento especial ao Tomas, que acompanhou você durante todo o processo e ajudou a fazer as coisas avançarem

Para quem tiver curiosidade, pode conferir todos os detalhes do caso aqui 👉 https://casino.guru/complaints/monsterwin-casino-player-s-withdrawal-is-delayed-10

Mais uma vez, obrigado por compartilhar a sua experiência — isso significa muito para nós e também ajuda outros jogadores 💚

Atenciosamente,
Casino.Guru Team

Reply from Casino Guru

Sep 26, 2025

Hi Qi Qi,

Thank you for your feedback. Please allow us to clarify how our process works. When it’s necessary, we contact the casino and give them the opportunity to provide their side of the story. Unfortunately, if a casino chooses not to respond, there is nothing we can do to force them to cooperate.

That said, unresolved complaints are published publicly and negatively affect the casino’s Safety Index, which lowers its rating and serves as a warning to other players. In this way, even when we cannot achieve a resolution, your complaint still has an important impact.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Sep 26, 2025

Hi Madesh,

Thank you so much for your wonderful feedback! We’re delighted to hear that you had such a positive experience and that our responses were helpful to you. It makes us very happy to know that you received your full withdrawal and that the issue was resolved successfully.

A special thank you goes to our colleague Dominika, who assisted you with your case. For anyone interested, the full story of this resolved complaint can be seen here
👉 https://casino.guru/complaints/melbet-casino-player-s-winnings-haven-t-been-received

At Casino Guru, our goal is to support players and make sure their voices are heard. Hearing that our work made a real difference for you is the best motivation for our team.

We wish you many more safe and enjoyable experiences in the future, and please remember we’re always here if you need us again.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Sep 24, 2025

Hi Nikki,

We’re very sorry to hear about the stress and frustration you’ve experienced. We understand that dealing with self-exclusion and responsible gaming issues can be incredibly difficult, and we truly empathize with the feelings of shame and disappointment you’ve described.

After carefully reviewing your case, our Complaints Team found that while you had requested account closure several times, the casino only became aware of your gambling problem when it was explicitly mentioned on September 18. Once this was communicated, the casino permanently closed your account on September 22. Based on the timeline and the evidence provided, the casino acted within a reasonable timeframe, which is why your complaint was unfortunately rejected as unjustified.

We know this doesn’t make the situation any less painful, especially considering the financial and emotional impact involved. Please know that our goal is always to ensure complaints are reviewed fairly, and that casinos follow proper procedures when handling self-exclusion requests.

For anyone interested in more details, the full complaint can be found here:
👉 https://casino.guru/complaints/robocat-casino-player-s-self-exclusion-request-is

We genuinely appreciate your feedback and will continue striving to make sure self-exclusion and responsible gaming issues are handled with care and attention.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Sep 23, 2025

Hi Michael,

Thank you for sharing your feedback. We’ve checked our system but couldn’t identify any review or complaint under your details, so it’s difficult for us to know which casinos you are referring to. Could you please provide more information so we can review this properly?

I’d also like to clarify that the reviews on our site reflect the personal experiences of individual players. While many players may have positive interactions with a casino, others may encounter problems — and both types of reviews are published. This is why you’ll often see a mix of positive and negative feedback on the same casino page. Our role is to ensure that all genuine experiences, whether good or bad, are represented fairly.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Sep 22, 2025

Hi Stefan,

Thank you so much for sharing your experience with us. We’re truly glad to hear that your situation was resolved quickly and that the refund reached your account. We understand how stressful it must have been to continue playing despite asking for self-exclusion, and we’re happy that the outcome was fair and respectful of your request.

We’d also like to highlight the great work of our colleague Matej, who guided your case through the process and made sure the casino acted responsibly. It’s always rewarding to see our efforts help players regain peace of mind.

For anyone interested in the full details of this case, you can read more about it here
👉 https://casino.guru/complaints/cashed-casino-player-s-self-exclusion-request-is-delayed-1.

Best regards,
Casino.Guru Team

Reply from Casino Guru

Sep 21, 2025

Hi Kohli,

I’m sorry to hear about your frustration and the difficulties you’ve experienced. Please allow us to clarify that our Safety Index is based on an independent methodology that considers licensing, fairness of terms, and player complaints. A rating of 8.5 reflects that a casino generally meets important standards, but it does not mean that issues will never occur.

Regarding our Complaint Resolution Center, every case is published within 48 working hours and then actively managed by our team. Lost deposit cases in particular are often very lengthy to resolve, as they require careful checking with payment providers and the casino. For this reason, a waiting period of up to 30 days is our standard procedure for such cases. The timeline you see is not a delay before we begin working on the complaint, but an expected resolution window that allows time for cooperation and responses from the casino.

From the information you’ve shared here, we weren’t able to identify your specific complaint in our system. Could you please provide us with more details, such as the casino’s name or your complaint ID? With that, we’ll be glad to review your case more closely and explain its current status.

Best regards,
Casino.Guru Team