Mr. Thrills Casino - プレイヤーの出金リクエストはキャンセルされました。

I won £1564 from funds deposited from my own bank account and without using any bonuses. I requested a withdrawal via my own bank account on 29/11/25 which was then cancelled with no reason given on 10/12/25. I have resubmitted the request for withdraw (on 10/12/25) but have still yet to receive my withdrawal. I have passed KYC verification.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you contacted the casino’s customer support to ask why your previous withdrawal request was cancelled?
• Which payment methods are currently available in your casino account for deposits and withdrawals? Have you used any payment methods other than a bank account?

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

Best regards

Veronika

Good morning. I have not made any withdrawals before. This is my first one. I did a "live chat" to ask why my first withdrawal was cancelled but they said they could not tell me for security reasons. They told me to resubmit the request. The only options available were via bank transfer, crypto wallet or to a Visa card. I don’t have a visa card or crypto wallet so chose the bank account option, it was the same account the deposit came from, I made the initial deposits via Apple Pay or via open banking (all the same account)

Thank you

Hello MK8119,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok thanks 🙂

Dear MK8119

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thank you, just to confirm that I still haven’t received it. I feel like I won’t either 🙁

Hello MK8119,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello MK8119,

I would like to check in with you regarding your complaint.

Have there been any updates on your side since our last message? Specifically, please let us know whether the casino has contacted you directly or if you have received the withdrawn funds in the meantime.

Unfortunately, the casino has not been communicating with us despite our attempts to reach them. If we do not receive confirmation that the payment has been made or any relevant update from your side, we may need to proceed with closing this complaint as unresolved, due to the casino’s lack of cooperation.

Thank you in advance for your response. I look forward to hearing from you.

Best regards,

Barbora

No I have not received it. I have sent many emails and they keep emailing back with excuses 🙁

Thank you for your patience.

Unfortunately, I have tried to contact the casino repeatedly but had no success. Additionally, in one of their previous email, the casino clearly stated that they are not interested in cooperating with Casino Guru.

Without any cooperation from their side, I’m afraid there is not much that can be achieved. Therefore, I will mark this complaint as "unresolved" in our system.

I understand that this is not a satisfactory outcome. However, unresolved complaints negatively affect the casino’s rating, which may eventually motivate them to reconsider their approach. If the casino decides to respond at any point in the future, we will reopen the complaint immediately and you will be notified by email.

If you need any advice on possible next steps or alternative ways you might try to resolve the issue, feel free to let me know at any time (barbora.p@casino.guru).

I am very sorry that I could not be of more help on this occasion.

Best regards,

Barbora