Dear Kristina and Casino Guru Team, I would like to state that my issue has not been resolved yet. I did not press any button to mark this complaint as resolved, and it might have happened... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Made a complaint after not receiving a withdrawl for over two weeks. Communication did take up to a few days before response but my withdrawl was finally processed on week three. I don’t know if it wa... See more
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I had a good experience with casino guru. They helped me to get a complaint resolved with 1xbet in February 2025. Hopefully, they will guide me to get my withdrawal from 1xbet again worth INR 45,116... See more
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A much needed and essential service offered by this company within the gaming industry. It helps to keep casino more fair and accountable to there players. Assisting gamers with comprehensive valuable... See more
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Company details
Written by the company
At Casino Guru, we are committed to promoting transparency and fairness in the online gambling industry. Our services are completely free for players, and we never request any fees, payments, or access to players' accounts or passwords. Our team works tirelessly to provide accurate and unbiased reviews of online casinos, helping players make informed decisions about where to play. Our extensive database covers everything from game selection and bonuses to payment methods and customer service. We also manage the Complaints Resolution Center, where we assist players in resolving disputes with online casinos. By acting as a mediator, we strive to ensure fair outcomes and hold casinos accountable to high standards of integrity. In addition to resolving disputes, we are passionate about educating players on responsible gambling. Our detailed guides and resources empower players to gamble safely and responsibly. Our mission is to be a trusted resource for the global gambling community, promoting a safer and more transparent online gambling environment.
Contact info
United States
- casino.guru
Breach of guidelines
Excellent service
Excellent service. This is a pretty awesome platform. I didn’t know where it who to turn to but I knew there had to be something or someone online that could help me get a resolution. And they did just that!!! Good job you guys are awesome
13 March 2026
Unprompted review
Reply from Casino Guru
Hi Jillian,
Thank you so much for your kind words — we truly appreciate your feedback!
We’re really glad you found us when you needed help and that we were able to assist you in reaching a resolution. That’s exactly what we’re here for.
A special thank you also goes to Lucia, who handled your case and worked with you throughout the process:
(https://casino.guru/complaints/slotsandcasino-player-has-withdrawals-delayed-due)
Your support means a lot to us, and we’re happy we could be there for you. If you ever need assistance again in the future, don’t hesitate to reach out.
Wishing you all the best.
Warm regards,
Casino Guru Team
Casino guru helped me alot by showing…
Casino guru helped me alot by showing me the best of bets sites & also provided me with welcome free bonuses.
12 March 2025
Unprompted review
Reply from Casino Guru
Dear Luzuko,
Thank you very much for your review and for sharing your experience with Casino Guru. We’re really glad to hear that our website helped you discover some of the best betting sites and take advantage of welcome bonuses.
Our goal is to provide players with useful information, transparent reviews, and helpful tools to make their online gambling experience safer and more enjoyable.
If there is anything you think we could improve to earn that 5-star rating from you, we would truly appreciate your feedback. Your suggestions help us make our service even better for everyone.
Thank you again for your support, and we hope you continue to find our platform helpful.
Kind regards,
Casino Guru Team
Like the fact that you guys rejected my…
I didn't Like the fact that you guys rejected my reviews like three times I'm trying to get a bonus for doing it and you guys are delaying the process by doing that That's very ignorant
6 March 2026
Unprompted review
Reply from Casino Guru
Hello Aaron,
Thank you for your review.
You actually confirmed the exact reason why your reviews were not approved. Reviews on our website must reflect a genuine player experience, not be written in exchange for a bonus or reward from a casino.
When a review is submitted primarily to obtain a bonus, it does not meet our review guidelines, which is why it cannot be published.
Thank you for clarifying this in your comment.
Kind regards,
Casino.Guru Team
I am very grateful to Casino Guru for…
I am very grateful to Casino Guru for their help. I had a problem with a delayed withdrawal from an online casino and I was very worried that I might not receive my money.
After opening a complaint, the Casino Guru team handled the case professionally and fairly. They kept the complaint open and followed the situation until the casino finally processed my payment.
Thanks to their help I successfully received my winnings. I really appreciate the work they do to protect players and make casinos act responsibly.
Thank you very much for your support and dedication. I highly recommend Casino Guru to anyone who has a problem with an online casino.
7 March 2026
Unprompted review
Reply from Casino Guru
Hello Andrea,
Thank you very much for your kind words and for taking the time to share your experience. We truly appreciate your feedback.
We’re very glad to hear that your issue was successfully resolved and that you received your winnings in the end. Situations involving delayed or reduced withdrawals can understandably be stressful, so it’s great to know that our team was able to help move the case forward.
A special thanks for recognizing Tomas, who handled your complaint and worked with the casino to reach a fair outcome. Our resolvers always aim to review every case carefully and keep the communication open until the situation is properly addressed.
For anyone interested, the complaint mentioned in this review can be found here:
(https://casino.guru/complaints/boomerang-bet-casino-player-s-winnings-have-been-reduced)
Thank you again for your trust and recommendation. Feedback like yours motivates our team to keep helping players whenever possible.
Kind regards,
Casino.Guru Team 💚
Not reliable - sides with Casinos
Edit: This review is being reposted because my initial review was removed. It seems Casino Guru does not appreciate criticism, but I believe players should be able to share their honest experiences.
In my experience, Casino Guru sometimes helps resolve relatively simple cases. However, many of these situations appear to be the type that would likely resolve on their own once the casino eventually processes the request.
My bigger concern is with the reliability of their casino trust ratings. I have been playing at online casinos for many years and have seen some very questionable operators receive surprisingly high trust scores on their platform, despite a constant flow of player complaints.
One example is Cashed Casino. If you look at player discussions, many people repeatedly question why the rating remains high. The complaints about this casino never seem to stop, many reviews are negative, and players frequently report that emails to customer support go unanswered. Despite this, Casino Guru often appears to defend the casino rather than reconsider the rating.
This is, of course, my personal opinion based on years of experience playing at many different online casinos. Because of this, I would recommend that players do their own research and not rely solely on one review platform when deciding where to play.
Edit to response to casino: expected you to answer exactly this about Cashed Casino. This casino has malicious behaviour towards players by delaying payouts until exactly 14 days and they ignore customers. It’s been like this for over a year now. While the cases get resolved by themselves because they eventually pay exactly after 14 days not to get in trouble does not justify their mistreatment. Your response just goes to prove my point. The reviews on your own site say exactly the same. Delayed payments until exactly 14 days and inexistant support. My case was resolved because they paid after 14 days. You also mark cases resolved when players stop responding because they see no point continuing. Not because you did anything about it. Would not recommend or use your services again. You arranged to have my first review removed because it’s true and everyone can see it.
27 November 2025
Unprompted review
Reply from Casino Guru
Hello Valeria,
Thank you for sharing your opinion.
We understand that players may have different views about casinos and about our work, and constructive criticism is always welcome. However, it is important to clarify a few points regarding the example you mentioned.
Regarding Cashed Casino, the casino currently does not have a single unresolved complaint in our Complaint Resolution Center. The complaints submitted about this casino were either resolved, meaning the player received assistance and the issue was settled, or rejected when the claim was not justified or when the player stopped responding during the investigation. This indicates that cases were either successfully mediated or did not meet the criteria for a valid complaint.
It is also important to note that the number of complaints alone does not determine a casino’s Safety Index or rating. What affects the rating are unresolved complaints, meaning cases where a casino refuses to cooperate or fails to resolve a legitimate issue. This approach allows us to evaluate casinos based on their willingness to address player problems rather than simply on how many complaints are submitted.
Additionally, according to our records, you personally submitted two complaints through our Complaint Resolution Center and both were successfully resolved. Because of this, we are somewhat surprised to see a 1-star review suggesting that we do not help players.
https://casino.guru/complaints/cashed-casino-player-s-withdrawal-is-delayed-and-account
https://casino.guru/complaints/cashed-casino-player-s-self-exclusion-request-is-delayed
We always encourage players to do their own research and consult multiple sources when choosing where to play, and we remain committed to providing transparent information and fair mediation whenever possible.
Kind regards,
Casino.Guru Team
Additional comments from Casino.Guru:
Dear Valeria,
Let’s clarify a few things.
First, it is simply not true that we mark complaints as resolved when players stop responding. This does not happen on our platform. Complaints are marked resolved only after the player confirms the issue has been settled. If a player stops responding during the investigation, the complaint is rejected, not resolved.
Second, your original review was not removed by us directly. We reported it to Trustpilot because it contained defamatory statements presented as facts without any evidence. Trustpilot reviewed the report and agreed that it violated their guidelines, which is why they removed it.
We welcome criticism when it is based on facts and we are always open to feedback that helps us improve our service. However, the claims you are making here are not accurate, and repeating them does not make them true.
Kind regards,
Casino.Guru Team
They supported me with a problem with a…
They supported me with a problem with a withdraw with a casino. They contacted with them and It got resolved thanks to them.
Truly recomended
6 March 2026
Unprompted review
Reply from Casino Guru
Hello Alejandro,
Thank you for your kind review. We’re very glad to hear that we were able to support you with the withdrawal issue and help move the communication with the casino forward until the matter was resolved.
Your complaint was handled by our resolver Lucia, who contacted the casino and worked to clarify the situation so that your withdrawal could be processed successfully. We’re happy that her involvement helped bring the case to a positive conclusion.
For anyone interested in the full details of the case, you can read the complaint here:
(https://casino.guru/complaints/sportuna-casino-player-s-withdrawal-has-been-delayed-4)
Thank you again for your recommendation and for trusting our service.
Kind regards,
Casino.Guru Team 💚
Top company!
Top company!! They have helped me with a couple of online casino problems, and been able to resolve matters quickly and efficiently. Would definitely recommend using them for this purpose and its free. Really appreciate your hard work and help 🙏🙏
3 March 2026
Unprompted review
Reply from Casino Guru
Hello Ian W.,
Thank you very much for your kind review and recommendation. We truly appreciate you taking the time to share your experience with our complaint service.
We’re glad to hear that we were able to assist you with your casino issues and help move things forward quickly and efficiently. Your complaint regarding the closed account at Blackjack City Casino was handled by our resolver Veronika, who worked to clarify the situation and reach a resolution.
For anyone interested, the full details of the case can be found here:
(https://casino.guru/complaints/blackjack-city-casino-player-s-account-has-been-closed)
Thank you again for your trust and for recognizing the work of our team. It means a lot to us to know that our efforts help players resolve difficult situations.
Kind regards,
Casino.Guru Team 💚
Complaint Handling Not Fair – Mediator siding with casino
I'm starting to think some casinos pay Casino Guru to not ruin their image as they dismissed real and documented facts to protect them. Beware of high rated casinos on Casino Guru.
I submitted a complaint regarding a SpinGranny, where I requested a permanent account closure to stop gambling.
My request used the exact words “stop gambling” and “permanently/forever”, in line with the casino’s own Self-Exclusion policy.
Casino Guru reviewed my case but dismissed key facts, claiming I never explicitly said “self-exclusion” or “gambling problem,” despite support failing to clarify my request and treating it as a self exclusion.
The account had been reopened within 24 hours, violating the 7-day cooling-off period, and I subsequently lost €5,000.
My main concern — the casino ignoring responsible gambling procedures and failing to protect vulnerable players — was not addressed. I am escalating this to the relevant regulatory authority and my bank as there was a clear breach and failure of duty of care.
I hope this helps other players understand that complaint handling won't fully consider duty-of-care violations. Casino Guru will ignore clear and documented facts and only want 1 specific word to trigger Responsible Gambling, which is not what RG is supposed to be there for.
RG protections are meant to protect vulnerable players, not just act as a trigger word. If a player signals gamblimg problems, their requests should trigger strict RG measures. Yet they turned a blind eye to the casino's written policies.
The conclusion was very one-sided and dismissive, focusing on past messages and not on what happened on the dates in question. They never addressed the facts of my complaint at all.
I am very disappointed with my how complaint was handled.
I asked for a 2nd reviewer to check my case as the breach is clear and documented and I also have documented proof of addiction, but they closed the case completely dismissing my side.
His
The focus was on what they deemed would favour the casino and not on facts and what happened.
I kept saying in my comments they are not addressing my issue - the 7-days cooling off period not applied as per casino's T&C, my account was reopened inappropriately and I lost €5k right after in just 2 days as a result. They kept ignoring my comments despite providing proof and relevant facts, making the complaint feel dismissive and one-sided. Very disappointing from a portal that is supposed to help players.
SpinGranny is a new casino and highly rated on Casino Guru despite questionable RG practices. Do not trust their ratings.
I left a bad review on Casino Guru and they rejected it because of my complaint. I've only stated proven truth.
5 March 2026
Unprompted review
Reply from Casino Guru
Hello aqqn,
Thank you for sharing your feedback. We understand that you are disappointed with the outcome of your complaint.
We reviewed your case carefully, including the communication and supporting evidence provided.
https://casino.guru/complaints/spingranny-casino-player-s-account-closure-request
Our conclusion was based on the fact that, at the time of the closure request, the casino had not been clearly informed that the request was being made due to a gambling problem or as a self-exclusion request. Based on the available evidence, we therefore could not conclude that the casino had breached its self-exclusion procedure in the way described.
We understand your argument that the wording you used should have prompted further clarification from the casino, and we appreciate that you shared your perspective in detail. However, our role is to assess complaints based on the evidence available and according to the standards we apply consistently across similar cases.
We are sorry that our conclusion did not meet your expectations, but it was not made to protect the casino or its image. It was made based on our review of the facts and communication provided in the complaint.
Kind regards,
Casino.Guru Team
Its an ok site they do let up review's…
Its an ok site they do let up review's so i give them credit for that. But the rating's on most casino's are a joke i find the lower rating casino's better i won more with lower rating casinos funny that not that this honest review will be left up
4 March 2026
Unprompted review
Reply from Casino Guru
Hi Peter,
Thank you for sharing your honest feedback. We appreciate you taking the time to leave a review and we’re glad you recognize that we allow all player experiences to be shared on our platform.
Regarding casino ratings, they are based on many different factors such as complaint history, fairness of terms and conditions, responsiveness to players, licensing, and many more, not on how often players win. Individual gaming results can vary greatly and unfortunately aren’t something any review site can predict or influence.
We always strive to keep our ratings as accurate and transparent as possible, and feedback like yours helps us improve. Also, please rest assured that we do not remove reviews simply because they are critical—constructive opinions are always welcome.
Thank you again for sharing your perspective.
Kind regards,
Casino Guru Team
Thank you casino guru! finally after 3 weeks of frustration…
I finally after 3 weeks of frustration going round and round getting nowhere I went to casino guru and together we were a force to be reckoned with! And I got my winnings
16 February 2026
Unprompted review
Reply from Casino Guru
Dear Anita B,
Thank you so much for your amazing 5⭐ review!
After three weeks of frustration, we can only imagine how exhausting the situation must have been. We’re truly happy that you decided to reach out to us — and even happier that together we were able to help you secure your winnings.
A special thank you goes to Michal, who handled your complaint and worked persistently to move the case forward toward a successful resolution.
For anyone who would like to read more details about Anita’s resolved complaint, you can find the full case here:
(https://casino.guru/complaints/oshi-casino-player-s-withdrawal-is-delayed-and-transactions)
Anita, we really appreciate your trust and your kind words. Wishing you only smooth and stress-free experiences ahead!
Kind regards,
Casino.Guru Team
I used Casino Guru to file a complaint…
I used Casino Guru to file a complaint against an offshore casino that uses predatory software traps. The casino intentionally allows players to place bets over the bonus limit without any technical warning, only to confiscate the winnings later when you try to withdraw.
While Casino Guru rejected my complaint by hiding behind the casino's fine print and calling this an "industry standard", I initially accepted their strict, black-and-white mediation rules.
However, what is completely unacceptable is that Casino Guru then actively DELETED my honest review of that casino. My review contained no foul language; it simply warned other players about how the casino's software is deliberately designed as a trap. By removing legitimate, factual warnings from players, Casino Guru acts as a shield for shady, unlicensed casinos rather than an independent advocate for player safety. They censor valid opinions to protect the ratings of the casinos. You cannot trust the review scores on their platform if negative experiences are quietly erased.
To respond to below:
My review never claimed the €5 rule wasn't in the T&Cs. My review specifically warned players about BetNinja's predatory software design. The fact that their system actively allows players to place bets over the limit across multiple games for hours, without a single technical restriction or warning, is a deliberate trap designed to void balances only after a player wins.
Modern, fair casinos automatically block bets that violate active bonus terms. BetNinja intentionally does not. Warning other players about how this specific software operates in practice is a factual, honest player experience, not "misleading information." By deleting my review, you are preventing players from knowing how this system is built to trap them. You are protecting the casino's rating, not educating players.
2 March 2026
Unprompted review
Reply from Casino Guru
Hi Stefan,
Thank you for sharing your experience. We’re sorry to hear that you left the situation feeling dissatisfied, and we appreciate you taking the time to express your concerns.
Regarding the complaint you submitted through Casino Guru, our decision was based on the information provided by both parties and the casino’s publicly available bonus terms. In this case, the casino had a clearly stated **maximum bet limit of €5 while a bonus was active**, which is a common industry rule. During the investigation it was confirmed that bets exceeding this limit were placed, which constitutes a violation of the bonus conditions that players agree to when claiming the bonus. For this reason, the complaint was evaluated as unjustified under our mediation guidelines.
We fully understand that situations like this can feel frustrating, especially when a significant balance is involved. However, it is important for us to remain consistent and objective in our decisions. Our role is not to favor casinos or players, but to assess cases based on documented facts and the applicable terms.
Regarding the removal of the casino review you mentioned, we do not remove feedback simply because it is negative. Reviews are moderated when they contain **claims that contradict the verified findings of a complaint investigation or present misleading information**. In this instance, the description suggested hidden rules and “predatory traps,” while the investigation confirmed that the rule was clearly stated in the bonus terms and was not unusual within the industry. Allowing such claims to remain published would create a misleading picture for other players.
We absolutely welcome honest player experiences on our platform. If the situation were described factually—for example highlighting the importance of carefully reading bonus terms such as maximum bet limits—it could be very helpful for other players and would normally be approved.
Our goal has always been transparency and player education, including raising awareness about how bonus rules work so that similar misunderstandings can be avoided in the future.
Thank you again for your feedback.
Kind regards,
Casino.Guru Team
Casinoguru is one of the most trusted…
Casinoguru is one of the most trusted site to solve our complaints and to show the best bonus I ask everyone to support this site . When these type of sites are encouraged. Casinos are more afraid to cheat anyone thanks casinoguru for solving the issues
2 March 2026
Unprompted review
Reply from Casino Guru
Dear Bharath,
Thank you so much for your wonderful 5⭐ review and for your strong words of support!
It truly means a lot to us to hear that you see Casino Guru as a trusted place for resolving complaints and finding fair information about bonuses. Our goal has always been to stand on the player’s side and promote transparency in the industry — so your feedback is incredibly motivating for our entire team.
We’re very happy we could assist you with your case. A special thank you goes to Attila, who handled your complaint and worked carefully to help bring it to a resolution.
For anyone who would like to read more about Bharath’s resolved case, you can find the full details here:
(https://casino.guru/complaints/bc-game-casino-player-s-deposit-is-delayed-26)
Bharath, thank you again for your trust and for encouraging others to support fair and transparent platforms. We truly appreciate it!
Kind regards,
Casino.Guru Team
Reply from Casino Guru
Dear Plamen,
Thank you so much for your wonderful 5⭐ review and for calling our service “the best” — that truly means a lot to us!
We’re very happy we could assist you and help bring your case to a resolution. A special thank you goes to Karla, who handled your complaint and worked hard to achieve a positive outcome. 👏
For anyone who would like to read more details about this case, you can find the resolved complaint here:
(https://casino.guru/complaints/unpublished-casino-player-believes-that-their-withdrawal-67)
We truly appreciate your trust and wish you all the best moving forward! 💚
Kind regards,
Casino.Guru Team
Redacting too many non-sensitive…
Redacting too many non-sensitive messages, thus no way of knowing how the case was resolved. This site is not for the player, it's for the casinos.
27 February 2026
Unprompted review
Reply from Casino Guru
Hello Easyalb,
Thank you for sharing your feedback.
We would like to clarify that we only redact information containing personal or sensitive data (such as full names, email addresses, account numbers, transaction IDs, or other identifying details). This is done strictly to protect the privacy and security of the players involved.
We do not remove relevant case details that explain how the complaint was resolved. The outcome and the key reasoning behind it always remain visible in the public thread.
Our goal is to stay transparent while ensuring no personal data is exposed publicly. We are an independent mediation platform, and fairness to both players and casinos is our priority.
If you believe something specific was unnecessarily hidden, please feel free to contact us directly and we will gladly review it.
Kind regards,
Casino.Guru Team
They helped resolved an ongoing…
They helped resolved an ongoing situation I’ve been in for nearly a year. This was the first time I actually got help with it. Highly recommend for anyone having issues!
27 February 2026
Unprompted review
Reply from Casino Guru
Dear Jake,
Thank you so much for your amazing 5⭐ review!
We’re really glad we could finally help move your case forward after such a long and frustrating year. Situations like this can be exhausting, so it means a lot to hear that this was the first time you truly felt supported.
A special thank you goes to Hadi, who handled your complaint and worked hard to reach a resolution.
For anyone interested in the full details of this case, you can read the resolved complaint here:
(https://casino.guru/complaints/betwhale-casino-player-s-withdrawal-has-been-delayed-1)
We truly appreciate your recommendation and wish you only smooth experiences ahead!
Best regards,
Casino.Guru Team
A decision completely disregarding Casino Guru's own Fair Gambling Codex
At first they (Michal) seemed to be helpful in complaint resolution, quick communication, trying to negotiate on my behalf....I had high hopes, and it seemed to be a professional AND unbiased arbitration service - I truly appreciated the approach and the communication - in the beginning.
Especially considering, that my case was (and "IS") adamantly clear reading Casino Guru's Fair Gambling Codex, "max bets" page, "our position" section: ...........fair-gambling-codex-for-casinos#max-bets
However in the end Michal (1) completely disregarded one of my complaint reasons (offer specific terms included no max wager, which I proved with a screenshot) I based the complaint on (without any response, clarification, reasoning).
Moreover (2) Michal changed the result in the very last second without any open communication in advance towards me (so I can respond properly) - based on an unjustified reason, which is completely against what's included in Casino Guru's Fair Gambling Codex - to side with the casino.
My biggest concern is the above, that (3) the decision made by him completely disregarded Casino Guru's Fair Gambling Codex, and the below statement/position in it for max bets section, which is relevant for my case: "If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule KNOWINGLY and SYTEMATICALLY to gain an ADVANTAGE are punished."
In my case software enforcement was not implemented at the casino, and Michal confirmed, that the mistake I made was NOT knowingly made (I would be the stupidest person in the world to KNOWINGLY increase the bet amount over the limit by 0.75 cents for the very last bet to 7€ instead of 6.25€ - of an 539 bet/2625 EUR rollover.)
This provided me no advantage and was CLEARLY a mistake, human error what Michal confirmed in writing. Also the mistake was not systematic AND provided me zero advantage, and from the circumstances it's obvious, that there was no intention to gain ANY advantage (which also has been confirmed by Michal).
So in short I made an obvious human error, not knowingly (yes, I knew about the generic rules abt. max wager - even if the "offer specific" terms included no max wager, but the mistake was not knowingly made), non-systematically, with gaining no advantage at all - completely aligning with Casino Guru's position on Fair Gaimbling Codex / Max Bets section - and Casino Guru (Michal) still sided with the Casino, for the reason that I should have known the rules (yes, I knew the rules) because of a previous matter.
Moreover when I very politely contacted him about this via email, he copy-pasted his last post in a reply email without any additional reasoning given.
I am very disappointed, as while an "Against Fair Gambling" decision would not have gotten my confiscated money back, it would have been a fair resolution based on Casino Guru's own Codex.
As a summary, I recommend using a different arbitration service which is following their own Codex, is unbiased and does not favor casinos without a reason - or at least if Michal gets your case, ask for a different Specialist if possible.
Still thank you for the effort given, I understand this is a free service - it's a shame that they are not even following their own Codex.
25 February 2026
Unprompted review
Reply from Casino Guru
Dear Akosl,
Thank you for taking the time to share your detailed feedback. I genuinely appreciate that you acknowledged Michal’s professionalism, communication, and efforts to negotiate on your behalf during the process.
I would, however, like to clarify several important points.
Your complaint (https://casino.guru/complaints/boabet-casino-player-s-winnings-are-confiscated-due) concerned the confiscation of €1,248 in winnings after exceeding the maximum bet limit by placing a €7 wager (instead of €6.25) while a bonus was active. Although this was a single losing bet out of 539 wagers and exceeded the limit by €0.75, the rule itself was clearly stated in the casino’s general bonus terms.
You correctly referenced our Fair Gambling Codex, which states that cases without software enforcement should be assessed individually and that only players who breach rules knowingly and systematically to gain an advantage should be punished. This principle was indeed considered very carefully during the review.
However, the broader context played a decisive role. As confirmed during the investigation, this was not the first time the maximum bet rule had been breached on your account. In a previous incident, winnings were confiscated for the same type of violation, and you acknowledged awareness of the maximum bet restriction afterward. This prior knowledge significantly affected the overall assessment.
While Michal agreed that the final €7 bet was most likely a mistake and did not provide a direct advantage, the fact remains that the rule was known to you and had previously been enforced on your account. In such circumstances, we cannot reasonably classify the case as “Against Fair Gambling,” as the casino applied a clearly stated rule consistently.
Regarding the bonus-specific terms you mentioned, the casino maintained that the general promotional terms apply unless explicitly overridden. After reviewing the materials provided, we did not find sufficient grounds to conclude that the general maximum bet rule was invalidated in this case.
I would also like to address your concern that Michal “changed his mind at the last second.” That is not what happened. Given the complexity of the case and the previous incident, Michal brought the matter to our internal team for discussion and collective assessment before the final decision was issued. We regularly do this in more nuanced cases to ensure consistency and objectivity. The final outcome was the result of internal review, not a sudden or unilateral change of opinion.
Our role is not to favor casinos or players, but to assess each case as objectively and consistently as possible within the framework of our policies and industry standards. While we always aim for the most player-friendly solution, we must also apply the same reasoning across all similar cases.
I understand that you disagree with the outcome, and I respect your right to that view. However, I assure you that the case was reviewed carefully, thoroughly, and collectively.
Kind regards,
Casino.Guru Team
They Always Take Casino side.
They Always Take Casino side.. Very Slow Process From their side.. always demand Multiple Documents From Players Not A single satisfaction Answer or Document Answer From Casino side.. iif we deposit, Win, Verification, Bonus ETC ETC How Always Players wrong my Experience with casino guru not too good.. in Last we invest money in casino and if we win casino should give it... it's all GIVE AND TAKE principal
17 December 2025
Unprompted review
Reply from Casino Guru
Dear Manoj,
Thank you for taking the time to share your feedback — we genuinely appreciate it, even when it’s critical.
I’d like to clarify a few important points. In the past, you have submitted 9 complaints with us (https://casino.guru/profile-complaints/242494/veermj). Out of those, 4 were successfully resolved, and another 2 are currently still in progress, where we continue to assist you. This shows that when cooperation and evidence are provided from both sides, positive outcomes are absolutely possible.
Regarding your concerns:
* We do not take the casino’s side. Our role is to remain neutral and assess each case based on facts and evidence.
* Yes, the process can sometimes be slow. This is often because we depend on responses from the casino and on reviewing documentation carefully to ensure fairness.
* We request documents from players because evidence is essential in dispute resolution. Without supporting proof (verification records, transaction history, communication logs, etc.), it is impossible to challenge a casino effectively.
Our goal is not to prove players wrong — it is to verify what happened and ensure that the final decision is based on clear facts.
We understand that disputes can be frustrating, especially when money is involved. However, complaint mediation requires cooperation and documentation from all parties to reach a fair conclusion.
We remain committed to assisting you in your ongoing cases and hope to achieve further positive outcomes together.
Kind regards,
Casino.Guru Team
Problems with withdrawals in online casinos
If you have a problem with an online casino: withdrawals not being processed or any other issue, Casino Guru will help you. Thank you very much Casino Guru for your support.
25 February 2026
Unprompted review
Reply from Casino Guru
Dear Christian,
Thank you very much for your fantastic 5-star review! We truly appreciate your trust and your kind recommendation.
We’re very glad to hear that we were able to support you with your withdrawal issue. Lucia will be especially happy to know that her assistance made a positive difference — we’ll be sure to pass your thanks along to her 😊
For anyone who would like to read more details about the resolved case, the full complaint can be found here:
(https://casino.guru/complaints/awintura-casino-player-s-withdrawal-is-delayed-and-3)
Thank you again for your kind words and for sharing your experience. We’re always here to help if needed in the future.
Kind regards,
The Casino Guru Team
Casino Guru is nice
Casino Guru is nice, we can experience our favorite games without spending any money, I only wish we could win some money, not lots of thousands but a few thousand would be great. But I enjoy playing different types of games. And it would be nice to get paid to go on the site and play. That would be a dream. Thank you Casino Guru.
24 February 2026
Unprompted review
Reply from Casino Guru
Dear Vino,
Thank you so much for your wonderful 5-star review! We’re really happy to hear that you’re enjoying exploring different games on Casino Guru and having fun without spending money — that’s exactly what our free demo games are designed for 😊
We totally understand the dream of winning “just a few thousand” while playing your favorite games, that would definitely make it even more exciting! While Casino Guru itself doesn’t operate as a real-money casino, our goal is to help players discover games, learn how they work, and choose safe and reliable casinos if they decide to play for real money.
We truly appreciate your kind words and your sense of humor — “getting paid to play” does sound like a dream job!
Thank you for being part of our community, and we hope you continue to enjoy your time on our site.
Kind regards,
Casino.Guru Team
I've Tried 5 Complaint Services Over the Years. Casino Guru was the Worst
CG couldn't get short response accurate. I had 3 complaints + forum + emails.
My previous version of this review was removed. Trustpilot (TP) had asked for substantiation. I provided it. Spent 6-8 hours doing so (on top of an already large body of work I had pointed them to). TP went 43 days without responding. My review remained removed. No explanation. I believe the scale and tone of my criticism made TP uncomfortable, and it was simply less work to remove the post. TP did not specify one defense in favor of Casino Guru (CG) nor specified one statement they considered false. Given how much material they had to work from, I think that is quite telling.
I've been a high volume, full-time gambler for 20 years. I've run into many complaint situations. I've crossed paths with both the forums and complaint services of CG, Casinomeister, Ask Gamblers, SBR, and elsewhere multiple times each. This gives me a vantage point others lack. Don't be fooled by inch-deep reviews. CG's work (or lack thereof) on any nonroutine issue could easily prove fatal downstream. From personal experience, I know first assessments from sites like this are hard to recover from.
In a previous draft, I said CG complaint specialist Michal was "thick, intransigent, somewhat lazy, occasionally dishonest, opaque, and overly concerned with quick turnover". I will emphasize this is merely my personal opinion. However, this opinion is rooted from a large body of experience with CG. Michal rejected all my complaints against This Is Vegas (TIV) casino, who stiffed me for $111,758, despite, IMHO, overwhelming evidence and substantiation against them. No one outside CG will take his position. Radka (forums) backed him as a matter of course. Her commentary betrayed she was willing to attack me without knowing basic details of what she copied and pasted.
I first complained to CG 9/15/23. Since then, at last look, there's been 37 TP reviews of the TIV group (TIV, Paradise 8, Davinci's Gold). Every single one's been 1-star. Michal was not competent to provide warning, and this info has not since reinformed his rulings.
Disclaimer - some of the following statements are opinions. Some are not. Applicable only to my experience.
Michal:
-Once got TIV's name wrong 5 straight times (at the very end no less).
-Got basic details wrong in general.
-I found his lack of specificity startling.
-Made unsubstantiated attacks against me. Complained I wrote too much when I then defended myself.
-Claimed the other side had evidence in their favor but would not reveal what it was.
-Differentiated little to the scale of my complaints ($111,758 total).
-Alluded that others within CG independently reviewed the case and backed his conclusions. No other persons were named or quoted.
-Repeatedly tried to close complaints quickly.
-Seemed to believe all of TIV's rules were in the realm of legal contracts.
-Openly admitted not reading parts of my complaints.
-Allowed his PR Assistant to dismiss without examination essential details of my case under false pretext: "Due to a temporary issue the system did not show your other complaint regarding the same issue. As it was previously rejected, I will be now forced to close this complaint as well."
-Accused me of slander despite extensive documentation on my part. Repeatedly ignored TIV's slanders against me.
-TIV voided $31,608 citing rule 11.10:
"The following actions by the player will be considered a violation of the terms and conditions of the Casino...Consequences may include termination of the player's casino account, confiscation of winnings and existing balances...Should at any time the casino discover an active or past complaint/dispute/criticism on a public forum or blog or any other type of website."
Doesn't matter if what you said was true. Michal was tolerant of this confiscation. Anyone who knows contract law knows this rule would not be legally valid.
-The math to TIV's reported tournament scores were nonviable. Michal would not address this.
-Tried to punt me to a licensing authority. Such a thing was not viable recourse.
-INHO, would clutter/obfuscate with copy & pastes of irrelevant details.
-Repeated several things over and over.
-Literally never changed position on any detail of consequence no matter what info would ensue.
-Made comments from which you could infer fragmented continuity.
-IMHO, a pattern of interpreting outside assessment in a way that was convenient for him that would've failed scrutiny.
-IMHO, lacked probity. Did not connect dots.
-Pivoted away from details he did not know how to respond to by attacking the messenger.
-No effort to negotiate agreement between parties.
-Emphasized service free to cut short eval yet fine making costly absolute verdicts.
19 February 2026
Unprompted review
Reply from Casino Guru
Hello,
Thank you for taking the time to share your perspective. We understand that this case was significant for you, both financially and personally.
As previously stated in the official complaint thread (September–October 2023), after reviewing all submitted evidence and the applicable terms, our team concluded that the casinos were acting in accordance with their published rules. Because of that, the complaint was rejected and you were advised to escalate the matter to the relevant licensing authority, which is the appropriate next step when a player disagrees with our assessment.
We would also like to clarify that our complaint process is evidence-based and internally reviewed. Decisions are not made lightly, nor are they influenced by casinos. We do not have the authority to override casino terms, enforce payments, or act as a legal body — we can only mediate based on the information and rules available.
Regarding moderation: we do not remove criticism for being negative. Reviews are handled according to Trustpilot’s own content policies, which are outside of our control.
The full public complaint, including our reasoning, remains available for transparency here:
(https://casino.guru/complaints/this-is-vegas-casino-player-faces-lengthy-delay-in)
Kind regards,
Casino.Guru Team
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