Hi guys from casino guru im trying by many ways get in touch with you ( emails, social media, reopen complaints, trough the forum) and i can't contact you, i need you resend the emails about my compla... See more
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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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Casino Guru is hands down the best! They have helped me several times when having issues with online casinos and they get results.
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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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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
Helpful support during withdrawal issue
Casino Guru helped me with a long and stressful withdrawal issue at Rabona Casino.
The casino stopped responding for some time and several withdrawals were delayed. After I submitted all documents and communication, Casino Guru stepped in and started handling the case publicly.
Shortly after that, my account was verified and the withdrawals started arriving regularly again.
I appreciate their communication and help during the whole process. In my case, their involvement definitely made a difference.
May 12, 2026
Unprompted review
Reply from Casino Guru
Hi Je Be,
Thank you very much for taking the time to share your experience with us.
We truly appreciate your detailed feedback and are very happy to hear that our team could assist you during such a long and stressful withdrawal situation with Rabona Casino. We understand how frustrating delayed withdrawals and lack of communication from a casino can be, so it means a lot to us that you felt supported throughout the process.
We are especially happy that Mirka could assist you during your complaint process and help move the communication forward. It is great to hear that after the case became publicly visible and all necessary documents were provided, your account verification was completed and your withdrawals started arriving regularly again.
For anyone interested in reading more details about Je Be’s resolved complaint, you can find it here:
👉 https://casino.guru/complaints/rabona-casino-player-s-winnings-are-being-confiscated
Thank you once again for your trust and kind words 💚
Best regards,
Casino.Guru Team
Very helpfull!
For years they help me with the problems i have with some online casino's. At this moment i got the biggest case where i won more then 4.000 euro fair and they are pushing the casino. Very helpfull for people!
May 19, 2026
Unprompted review
Reply from Casino Guru
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
Reply from Casino Guru
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
Casino guru solved my issue
Casino guru solved my issue and I belive without them te casino would rob my money. If u have any issue I recomend them!
April 6, 2026
Unprompted review
Reply from Casino Guru
Hi Filip,
Thank you very much for your kind words and for sharing your experience with us.
We truly appreciate your feedback and are very happy that our team could assist you with your complaint against NV Casino. Martina will certainly be pleased to hear your positive words about her work and support throughout the process.
We understand how stressful situations involving withheld winnings or closed accounts can be, so it means a lot to us that you trusted our team during the resolution process.
Thank you once again for taking the time to share your experience and for recommending our complaint service to other players 💚
For anyone interested in reading more details about Filip’s resolved complaint:
👉 https://casino.guru/complaints/nv-casino-player-s-account-has-been-closed-6
Best regards,
Casino.Guru Team
It always keeps me busy
January 9, 2026
Unprompted review
Reply from Casino Guru
Hi willwayne,
Thank you very much for your 5-star review!
We’re happy to hear that you enjoy spending time on our website. Whether it’s exploring casino reviews, bonuses, tournaments, or other content, we always try to provide something useful and entertaining for our community.
We truly appreciate your support and hope you continue enjoying Casino Guru!
Best regards,
Casino.Guru Team
CASINO guru is a fraudulent site that…
CASINO guru is a fraudulent site that promotes confirmed scam sites such as MOONSPIN and gives them a high trust rating.
had an issue where moonspin refused to pay me hundreds of dollars that I won fairly, and closed my account for no reason after taking two months to process my winnings. (me along with hundreds of other people-look up the moon spin casino reviews on trust pilot .)
Tried to go through the complaint process to see if they could resolve the issue. They are not a legal governing body so they really can’t force a shady company to pay, instead they made me go through a weeks-long back-and-forth process, where moonspin consistently lied through their teeth and provided zero evidence, meanwhile, I provided literally hundreds of screenshots of proof of every last thing I said. Casino guru ignored basically all of my PROVEN (with evidence!) claims, while defying basic logic in literally every response. CASINO guru sided with moon spin at every turn, despite moon spin not providing a single screenshot for any claim.
They have no power and they have no legitimacy, so the whole mediation really served no purpose whatsoever, because they couldn’t legally force moonspin to pay anyway. A completely senseless, time wasting process. It’s a sham company who shills for the biggest scam-robbers on the Internet. Don’t waste your time.
May 11, 2026
Unprompted review
Update
Update: I previously left a positive rating, but my complaint regarding Sun Palace Casino was ultimately closed unresolved.
The issue involved an 800 USD withdrawal that was voided after a system-accepted bonus, completed wagering, and approved KYC. The casino relied on terms related to consecutive free bonuses and country eligibility.
Casino Guru reviewed the complaint, but the case remained unresolved. I later also submitted a PAB through Casinomeister, which was closed after the casino maintained its Terms & Conditions position.
I appreciate that Casino Guru provided a complaint process, but from a player’s perspective the final outcome was disappointing, especially because the system allowed the bonus and wagering process to proceed normally before the withdrawal was refused.
May 4, 2026
Unprompted review
Reply from Casino Guru
Hi Simeon,
Thank you for updating your review and for sharing your experience in detail. We completely understand your disappointment regarding the final outcome of the complaint.
👉https://casino.guru/complaints/sun-palace-casino-player-s-withdrawal-is-delayed-due
Unfortunately, in this particular case, our ability to help was significantly limited because Sun Palace Casino currently has a No Reaction Policy on our website, which is also clearly mentioned in our review of the casino. This means the casino does not cooperate with our Complaint Resolution Center, making mediation extremely difficult.
As an independent mediator, we can investigate cases, review evidence, and communicate with casinos, but we do not have the authority to enforce decisions if the casino refuses to cooperate.
That said, we still believe our transparent complaint process has value. Even unresolved complaints influence the casino’s Safety Index and public reputation on our website, helping inform other players about potential risks and encouraging better practices within the industry over time.
We truly appreciate you taking the time to share your feedback.
Best regards,
Casino.Guru Team
About a year ago won pretty big on here…
About a year ago won pretty big on here could only get 2 lots of 5 grand out and had to wait a day or 2 but apart from that,fast withdrawal and good games I really like rocket play it's up there in my opinion one of the best/trusted online casinos, so I highly recommend giving it a go, just remember your not always going to win lol 🤣, won another 800 Saturday to was good had it in my account and hour later
May 9, 2026
Unprompted review
Reply from Casino Guru
Hi Jarrod,
Thank you very much for your positive review and for sharing your experience! We’re happy to hear that you had a smooth withdrawal experience and enjoyed playing at RocketPlay Casino. And congratulations on your wins as well.
However, we believe your review is actually intended for the casino itself rather than for Casino Guru. While we’re definitely happy that such a nice review ended up on our profile too, we would kindly recommend posting it directly on RocketPlay Casino’s profile page so it reaches the right audience and helps other players looking for feedback about that casino.
Thank you again for taking the time to share your experience!
Best regards,
Casino.Guru Team
Best casino guide
Always find what i looking for, and its easy to navigate, and good reviews about casino and bonuses .
May 8, 2026
Unprompted review
Reply from Casino Guru
Hi Wizardofnorth,
Thank you very much for your wonderful review and for your support!
We’re really happy to hear that you find our website easy to navigate and that our casino and bonus reviews help you find what you’re looking for. Our goal is to provide players with transparent, detailed, and easy-to-understand information so they can make informed decisions before playing online.
It’s great to know that our work is useful to you. Feedback like yours motivates our whole team to continue improving our reviews, guides, and overall user experience.
Thank you again for taking the time to share your experience with us!
Best regards,
Casino.Guru Team
I love to play free games on Guru and…
I love to play free games on Guru and Free tournament. And the community here is amazing. Go go Power Rangers 💪😜😉
May 8, 2026
Unprompted review
Reply from Casino Guru
Hi Klemen,
Thank you very much for your fun and positive review!
We’re really happy to hear that you enjoy playing the free games and participating in the free tournaments on Casino Guru. And we absolutely agree — our community is amazing! 💪😄
Comments like yours truly make our day. Thank you for being part of the Casino Guru community and for bringing such great energy.
Go go Power Rangers indeed!
Best regards,
Casino Guru Team
So inlove
I like this app very much no complaints,this ie for me a taste of what ahead for me when I play for real money so I see every day when are some of the game's Luck's in for me,so it helps me to see when to play 👍👍👍🌟🌟🌟
May 7, 2026
Unprompted review
Reply from Casino Guru
Hi Andre,
Thank you very much for your lovely review and support!
We’re happy to hear that you enjoy using our platform and that it helps you better understand games and your own playing habits. We would also like to gently remind you that gambling should always remain fun and entertaining, and it’s important to play responsibly and within your limits.
We truly appreciate your positive feedback and wish you lots of enjoyment while using Casino Guru.
Best regards,
Casino Guru Team
“Excellent and very human support”
The treatment was incredible, and I felt supported at all times. They were very attentive, professional, and you can tell they truly care about helping. Thank you for resolving everything with such dedication and empathy.
May 5, 2026
Unprompted review
Reply from Casino Guru
Hi Yeny,
Thank you very much for your beautiful and heartfelt review.
We’re truly happy to hear that you felt supported throughout the entire process and that our team’s approach made a positive difference during a stressful situation. Providing professional, empathetic, and human support to players is extremely important to us.
Hadi, who assisted you with your complaint, will certainly appreciate your kind words and recognition of his dedication.
For anyone interested in reading more about the resolved case, it can be found here:
👉https://casino.guru/complaints/mr-bet-casino-player-s-withdrawal-has-been-delayed-57
Thank you once again for your trust and support.
Best regards,
Casino Guru Team
I had a dispute with an online casino…
I had a dispute with an online casino where my winnings were confiscated after I attempted to complete KYC verification. Despite multiple attempts to resolve the issue directly, the casino stopped responding and provided no clear explanation.
I decided to submit a complaint through Casino Guru, and I’m very glad I did. The process was straightforward, and the mediator handled the case professionally and fairly. What stood out to me was that they didn’t just accept vague responses from the casino — they pushed for a clear explanation and kept the case active.
After some time and follow-ups, the casino eventually reversed their decision and allowed me to withdraw the full amount. Without Casino Guru’s involvement, I honestly don’t think this would have been resolved.
I appreciate their help and would definitely recommend their complaint service to anyone dealing with a similar issue. Just be patient and provide all the necessary details — it’s worth it.
May 4, 2026
Unprompted review
Reply from Casino Guru
Hi Janis,
Thank you very much for your thoughtful and detailed review. We truly appreciate you taking the time to share your experience with our Complaint Resolution Center.
We’re very pleased to hear that your issue was eventually resolved successfully and that you felt supported throughout the process. Cases involving confiscated winnings and KYC verification disputes can often be very stressful and complicated, so we’re glad we could help facilitate communication and push for a clearer explanation from the casino.
Romi, who assisted you with your complaint, will certainly appreciate your kind words and recognition of her work.
We also truly appreciate your advice to other players about being patient and providing all the necessary details — that can indeed make a significant difference during the mediation process.
For anyone interested in reading more about the resolved case, it can be found here:
👉https://casino.guru/complaints/velobet-casino-player-s-account-has-been-closed-and-2
Thank you once again for your trust, patience, and support.
Best regards,
Casino Guru Team
Reply from Casino Guru
Hi Louison,
Thank you very much for your kind review and support!
We’re very happy to hear that your issue was resolved successfully. Romi, who assisted you with your complaint, will certainly appreciate your kind words and feedback.
For anyone interested in reading more about the resolved case, it can be found here:
👉https://casino.guru/complaints/midarion-casino-player-s-withdrawal-is-delayed-and
Thank you once again for your trust in our Complaint Resolution Center.
Best regards,
Casino Guru Team
I have never seen such an exceptional…
I have never seen such an exceptional service in my life. The experts of casino guru will do whatever they can to assist you. Amazing as always!!!!
May 2, 2026
Unprompted review
Reply from Casino Guru
Hi George,
Thank you very much for your incredibly kind words and continued trust in our Complaint Resolution Center. Feedback like this truly means a lot to our entire team.
We’re very happy to hear that you were satisfied with the assistance provided. Tomas, who handled your latest complaint, will certainly appreciate your recognition and support.
We also appreciate the trust you’ve placed in us over time. You have submitted three complaints on our website so far, and we’re pleased that all of them were resolved successfully.
For anyone interested in reading more about the latest resolved case, it can be found here:
👉https://casino.guru/complaints/posido-casino-player-faces-repeated-breaches-of-self-exclusion
Thank you once again for your support and confidence in our work.
Best regards,
Casino Guru Team
The best casino ever
May 1, 2026
Unprompted review
Reply from Casino Guru
Hi Diederick,
Thank you very much for your kind review and support! 😊
We would just like to kindly clarify that Casino Guru is not an online casino itself. We are an independent website focused on casino reviews, player safety information, and helping players resolve disputes with online casinos.
Still, we’re very happy to hear that you enjoy using our platform and appreciate your positive feedback.
Best regards,
Casino Guru Team
Great help with disputed winnings!
I would like to sincerely thank Casino Guru for their outstanding help in resolving my issue with an online casino that initially refused to pay out my winnings.
I felt frustrated and unsure of how to proceed, but after submitting my complaint through Casino Guru, things finally started moving forward. Their team handled the situation professionally and gave me confidence that my case was being taken seriously.
Thanks to their assistance, the casino eventually paid my winnings in full. I truly appreciate the support and the role Casino Guru played in holding the casino accountable.
I highly recommend Casino Guru to anyone facing similar issues. Their service can make a real difference.
Thank you again for your help!
April 30, 2026
Unprompted review
Reply from Casino Guru
Hi Jere,
Thank you very much for your thoughtful and detailed review. We truly appreciate you taking the time to share your experience with our Complaint Resolution Center.
We’re very pleased to hear that your issue was successfully resolved and that you felt supported throughout the process. Peter, who handled your complaint, will certainly appreciate your kind words and recognition of his work.
Cases involving disputed winnings and withdrawal limitations can be very stressful, so we’re glad we could help facilitate communication and contribute to a fair outcome.
For anyone interested in reading more about the resolved case, it can be found here:
👉https://casino.guru/complaints/spinrollz-casino-player-s-withdrawal-is-unfairly-limited
Thank you once again for your trust, patience, and support.
Best regards,
Casino Guru Team
Casino Guru always helps when a casino delays payments
Casino Guru is one of the best websites for online casino players, especially when it comes to resolving disputes.
Whenever there is an issue with a casino they consistently take a fair, neutral approach. They look at each case objectively and decide whether the player made a mistake or the casino is acting unfairly, holding on to winnings too long or denying winnings.
Their greatest help for me was several years ago I had a win of around €1000 and the casino refused to pay. Even a lawyer I asked about it said it would be very difficult to recover money from a Curaçao-based casino. I contacted Casino Guru and they handled the case completely free of charge — and the casino eventually paid.
They also reply quickly to questions, provide detailed casino reviews, and offer useful tools and community discussions.
In my opinion, any online casino player should know about Casino Guru. Their complaint service is extremely valuable and something quite unique.
April 29, 2026
Unprompted review
Reply from Casino Guru
Hi Miroslav,
Thank you very much for all your years of support and trust in Casino Guru. It truly means a lot to us that you continue to use our platform and share your experiences with our Complaint Resolution Center.
We’re very happy to hear that your latest issue was resolved successfully. Munya, who assisted you with the complaint, will certainly appreciate your kind feedback and recognition. 😊
For anyone interested in reading more about the resolved case, it can be found here:
👉https://casino.guru/complaints/ampm-casino-player-s-withdrawal-is-delayed
Thank you once again for your continued support.
Best regards,
Casino Guru Team
Helped me win my case against a group of casinos
Helped me win my case against a group of casinos that accused me of fraud for submitting forged documents, the casino wouldn't let me appeal directly, Michal mediated my case and although it took some time, helped me recover the seized funds from the casino.
April 24, 2026
Unprompted review
Reply from Casino Guru
Hi bim,
Thank you very much for taking the time to share your experience with our Complaint Resolution Center.
We’re very pleased to hear that your case was eventually resolved successfully and that your seized funds were returned. Cases involving accusations of fraudulent activity or forged documents can be particularly complex and time-consuming, so we truly appreciate your patience throughout the process.
Michal, who assisted you with the complaints, will certainly appreciate your kind words and recognition of his work.
For anyone interested in reading more about the resolved cases, they can be found here:
👉https://casino.guru/complaints/casabet-io-casino-player-s-account-has-been-closed
👉https://casino.guru/complaints/megarich-casino-player-s-account-has-been-closed-and
Thank you once again for your trust and support.
Best regards,
Casino Guru Team
Very disappointing experience
My experience with Casino Guru raises serious concerns about impartiality and professionalism.
There is a clear conflict of interest, as Casino Guru acts as an affiliate partner for certain casinos, including CristalPoker Casino ,Merlin Casino , Hercules Casino.
This makes objective mediation questionable from the start.
My complaints with Merlin Casino and CristalPoker Casino were ultimately rejected by the assigned mediator Michal in a subjective and inconsistent manner, giving the impression that the conclusion was influenced more by interpretation than by a fair and objective assessment of the evidence.
There was a lot of talk yet nothing was said.
(By the way you can find quite a few complaints about him here on Trustpilot.)
When I raised specific inconsistencies and referenced similar cases with different outcomes, these points were not addressed. Instead, the discussion shifted away from the core issue and toward irrelevant factors such as general account activity and unrelated classifications.
The key issue — a specific bonus use and confiscation of winnings — was never properly analyzed. Instead, attention was repeatedly redirected to events before and after, avoiding the actual dispute entirely.
Additionally, the mediator explicitly acknowledged that if the case were assessed purely based on the bonus terms and their application, the confiscation of winnings could be considered unfair.
However, instead of properly evaluating this core issue, the decision was ultimately based on a so-called “chargeback” argument. This is misleading. What was referenced was not a formal bank chargeback, but a standard inquiry with a payment processor in an attempt to resolve the situation.
This distinction was ignored.
As “evidence”, the mediator relied on a vague and incomplete communication snippet, lacking clear context or substantiation, and used it to justify closing the case against me. No proper verification or detailed assessment of this information was provided.
Communication became increasingly dismissive and unprofessional. Rather than engaging with the arguments, the mediator focused on tone, made inappropriate remarks about the use of AI, and avoided giving clear, case-specific answers. At times, the tone became condescending and felt more like a lecture than a neutral dispute resolution process.
The entire communication process felt demeaning and, at times, publicly shaming.
It is especially disappointing because I am aware that Casino Guru does have competent and professional mediators. Unfortunately, in this case, I was not assigned one. Despite multiple requests to have the case reassigned, Michal refused without providing any meaningful justification.
This created the impression of a closed and one-sided process, where alternative viewpoints were not genuinely considered. Instead of addressing criticism, responses often shifted toward deflection, lecturing, and dismissing opposing arguments.
Overall, the pattern is clear:
- Large amounts of generic explanations
- Direct questions left unanswered
- Decisions that appear predetermined, with reasoning added afterward
This experience suggests that Casino Guru operates more as an affiliate platform than an independent dispute resolution service. Users should be aware that outcomes may not reflect a fair, consistent, or impartial review.
For clarity, I am not seeking further engagement from Casino Guru on this matter and any responses will be ignored.
This review is intended solely to share my experience and to inform other users.
April 20, 2026
Unprompted review
Reply from Casino Guru
Hi Al,
Thank you for sharing your perspective, even though we are sorry to hear that you were dissatisfied with the outcome of your complaints.
We would like to clarify a few important points for transparency. Casino Guru’s complaint resolution service operates independently from affiliate partnerships, and our mediators are instructed to evaluate cases based on evidence, internal policies, industry standards, and the cooperation of both parties involved. Our website itself is built around transparency, honest reviews, and public accountability, so intentionally compromising our reputation by manipulating complaint outcomes would make no sense from either an ethical or business perspective.
Regarding your specific case, one of the major concerns raised during the investigation was the mention of a chargeback/payment dispute attempt. Regardless of whether it was described as a “formal chargeback” or an “inquiry with a payment processor,” such actions are generally considered a serious red flag within the online gambling industry. Once a player initiates or threatens a payment dispute outside the standard complaint process, casinos often treat this as a breach of trust and we must take this into account during mediation as well. Based on the available evidence and communication, Michal handled the complaint according to our internal procedures.
We also want to emphasize that our mediators regularly handle thousands of disputes publicly, often involving highly emotional situations and conflicting claims. While we always aim for professional and empathetic communication, we understand that not every outcome will satisfy every player.
Nevertheless, we appreciate your feedback and wish you all the best moving forward.
Best regards,
Casino.Guru Team
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