Mr. Thrills Casino - 現在、プレイヤーの撤退が遅れています。

You withdrew on 20 Nov

They said it could take 7 – 21 working days

Working days usually exclude weekends and UK holidays

If you count from 20 Nov:

– 7 working days ≈ beginning of Dec

– 21 working days ≈ mid-December

18 Dec is around the end of that 21-working-day window, so that estimate matches what they told you.

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 your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of your pending payout, with the status visible? Post it here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The casino continues to provide the same generic response stating the withdrawal is "being processed" due to high demand or security checks. No new information, approval status, or payment date has been provided. The withdrawal remains pending after more than 22 working days.

Thanks for your reply.

Kindly provide evidence of the incident, such as a screenshot of your pending payout and your recent communication with the casino.

Share screenshots here or submit the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hi thank you for getting back to me,

I have not withdrew from this casino before

i have passed verification ie driving licence etc

Here is a screenshot of pending withdrawal

Hello Pepe246,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

That’s amazing thank you 🙂

Dear Pepe246,

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, Hadi (hadi.a@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,

Tomas

Thank you so much, very appreciated 😊

Hello Pepe246,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

Thank you , no movement, but will keep you informed if there is 😊

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.

Dear Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi