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
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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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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
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.
20 April 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
its a very nice sitre and i realy injoy…
its a very nice sitre and i realy injoy it youl here from me soon
19 April 2026
Unprompted review
Reply from Casino Guru
Hi Nicolene,
Thank you very much for your kind review! We’re really happy to hear that you enjoy using our website.
We truly appreciate your support and look forward to hearing from you again soon. 😊
Best regards,
Casino Guru Team
want to thank CasinoGreat support and successful resolution! Guru for their…
want to thank Casino Guru for their professional help. I filed a complaint, and thanks to their mediation, I successfully won my case. They are reliable and helpful for players
9 April 2026
Unprompted review
Reply from Casino Guru
Hi Hussen,
Thank you very much for your kind review and for sharing your experience with our Complaint Resolution Center.
We’re very pleased to hear that your case was successfully resolved and that you felt supported throughout the process. Tomas, who assisted you with your complaint, will certainly appreciate your kind words.
Helping players communicate with casinos and working toward fair resolutions is exactly why our mediation service exists, so your feedback truly means a lot to us.
For anyone interested in reading more about the case, the resolved complaint can be found here:
👉https://casino.guru/complaints/1xbet-casino-player-s-deposit-is-delayed-8
Thank you once again for your trust and support.
Best regards,
Casino Guru Team
Codex with no Enforcement
Codex is a theoretical document of what things would look like “in a perfect world”. There is no way to enforce their codex especially when they don’t stand on what they believe in.
27 January 2026
Unprompted review
Reply from Casino Guru
Hi Jermaine,
Thank you for sharing your opinion. We understand that it can be frustrating when the outcome of a complaint does not meet expectations.
Our Codex is intended to define fair and transparent standards for both players and casinos, and we always try to apply these principles consistently during the complaint resolution process. However, as an independent mediator, our role is limited to communication, evidence review, and negotiation — we do not have legal authority to enforce decisions or compel casinos to act against their will.
Even so, we still believe that transparency, public pressure, and documenting unfair practices can help improve industry standards over time, and we continue doing our best to advocate for fair treatment of players.
Best regards,
Casino.Guru Team
Excellent support - Petra saved the day!
I had a major issue with a casino refusing to refund my money for over two weeks, ignoring my gambling problem and stalling the process. The Casino Guru team, and especially Petra, handled my case with professionalism and persistence. Thanks to their intervention, the casino finally paid me today. This is the best place to find justice when a casino is being unfair. 10/10!
15 April 2026
Unprompted review
Reply from Casino Guru
Hi Manos,
Thank you very much for your wonderful review and for sharing your experience with our Complaint Resolution Center.
We’re truly happy to hear that the issue was eventually resolved and that the casino processed your refund successfully. Situations involving responsible gambling concerns can be very stressful, so we’re glad Petra was able to assist you throughout the process with persistence and professionalism.
Your kind words mean a lot to our entire team and motivate us to continue helping players as fairly and transparently as possible.
For anyone interested in reading more about the case, the resolved complaint can be found here:
👉https://casino.guru/complaints/boomerang-bet-io-casino-player-s-account-was-closed-1
Thank you once again for your trust and support.
Best regards,
Casino Guru Team
If you've been wronged by a Casino talk to these guys
Incredible company. These guys for zero payment treat you like a human and will fight for you against awful casinos that take advantage of addiction.
I'm so thankful for their help. If you've been wronged please don't hesitate to reach out to these guys.
13 April 2026
Unprompted review
Reply from Casino Guru
Hi Dorian,
Thank you so much for your kind words and for taking the time to share your experience with our Complaint Resolution Center.
It truly means a lot to us to hear that you felt supported and treated with respect throughout the process. Our team always strives to approach every complaint fairly, professionally, and with empathy, regardless of the outcome.
We’re also very grateful for your recognition of the fact that our mediation service is completely free of charge. Helping players navigate difficult situations with casinos is exactly why our Complaint Resolution Center exists.
Thank you once again for your trust and support.
Best regards,
Casino Guru Team
If you have money you can’t withdraw from a casino , Casino Guru is available!!
First of I want to thank you Casino.Guru because they are amazing!!! I thought I had lost my money I had deposited at RitZslots and had given up and called it a lost. I came across this site and had heard about it in the past but had my doubts. Well I was wrong and I’m so glad I decided to reach out to them. They didn’t charge me a dime and helped me cash out my winnings from Ritzslots $800+ and took less than 2 weeks. I thought it was impossible because this place wouldn’t email me back and thought they were just scamming. This guys are awesome and I recommend them to every.
7 January 2026
Unprompted review
Nice awesome with a very good bonuses I…
Nice awesome with a very good bonuses I think I give them five star
6 April 2026
Unprompted review
Easy to ready and get around the site…good site to vist
Easy to ready and get around the site and gives rewards
2 April 2026
Unprompted review
They are my go to
Casino guru is my go to for information about any casino before I play. They write a thorough synopsis including safety ratings, user review ratings, and they thoroughly review the T’s and C’s to determine their fairness. They will also take on and manage your complaints against a casino, liaising between the casino and you to try and reach an amicable and fair result. They do all this without payment. I’ve found all their information to be pretty spot on so far and their transparency is faultless.
3 April 2026
Unprompted review
Reply from Casino Guru
Hi there,
Thank you so much for your amazing 5-star review — we truly appreciate your trust and thoughtful feedback!
It’s great to hear that you find our casino reviews, Safety Index, and analysis of Terms & Conditions helpful and reliable. We put a lot of effort into making sure players have access to clear, transparent, and accurate information before they decide where to play.
We’re also glad you highlighted our complaint service — helping players by mediating disputes and aiming for fair outcomes is a key part of what we do, and as you mentioned, it’s always completely free and independent.
Your words about our transparency mean a lot to us, as that’s one of our core values.
If you ever need assistance or have any questions in the future, don’t hesitate to reach out — we’re always here to help.
Best regards,
Casino.Guru Team
Great knowledge and patience these guys…
Great knowledge and patience these guys really do help when all seems lost ! Thank you
1 April 2026
Unprompted review
Reply from Casino Guru
Hi Darren,
Thank you very much for your wonderful 5-star review — we truly appreciate your kind words!
We’re really glad to hear that our support, patience, and guidance made a difference when things felt difficult. A special thanks goes to our First Responder Kristina, who assisted you at the beginning of the process and helped set things in motion.
For anyone interested, your complaint can be viewed here:
👉 https://casino.guru/complaints/lizaro-casino-player-s-withdrawal-is-delayed
If you ever need help again in the future, please don’t hesitate to reach out — we’re always here for you.
Best regards,
Casino.Guru Team
Reply from Casino Guru
Hi Ronald,
Thank you very much for your 5-star review — we’re really happy to hear the good news!
We’re glad your case was successfully resolved, and a special thanks goes to our First Responder Karla, who assisted you throughout the process.
For anyone interested, your resolved complaint can be viewed here:
👉 https://casino.guru/complaints/hertzbetz-casino-withdrawal-of-player-s-winnings-has-1
We also see that you currently have another complaint in progress, and we truly hope it will reach the same positive outcome — resolved.
If you need anything further, we’re always here to help.
Best regards,
Casino.Guru Team
I want to thank the CasinoGuru team for…
I want to thank the CasinoGuru team for their professional assistance and mediation. They were quick to respond and provided clear guidance throughout the process. My issue has been resolved through other channels, and I appreciate the platform they provide for players
3 April 2026
Unprompted review
Reply from Casino Guru
Hi Val,
Thank you very much for your 5-star review — we truly appreciate it!
We’re really glad to hear that you found our assistance helpful and our communication clear and professional throughout the process. Even if your issue was ultimately resolved through other channels, we’re happy we could support you along the way and provide guidance when needed.
Your feedback means a lot to us, as our goal is to offer players a reliable and transparent platform in challenging situations.
If you ever need help again in the future, please don’t hesitate to reach out.
Best regards,
Casino.Guru Team
They supported me.
2 April 2026
Unprompted review
Reply from Casino Guru
Hi there,
Thank you very much for your 5-star review — we truly appreciate your support!
We’re really glad to hear that you felt supported throughout your experience with us. That’s exactly what we aim to provide to every player who reaches out to us.
If you’d like to share a bit more about your case or how everything turned out, we’d be happy to hear it — your feedback can also help other players who might be in a similar situation.
If you ever need assistance again in the future, please don’t hesitate to reach out — we’re always here to help.
Best regards,
Casino.Guru Team
Resolved my issue and helped me get my money back
I had a very positive experience with Casino Guru. They helped me resolve my issue with a casino, and I successfully received my funds. The communication was clear, professional, and supportive throughout the process.
I really appreciate their help and would recommend their service to anyone facing problems with online casinos.
27 March 2026
Unprompted review
Reply from Casino Guru
Hi Eugenia,
Thank you so much for your wonderful 5-star review — we truly appreciate your kind words!
We’re very happy to hear that your issue was successfully resolved and that you received your funds. It’s great to know that our communication felt clear, professional, and supportive throughout the process.
A special thanks goes to our resolver Hadi, who handled your case and helped move things forward.
For anyone interested, your resolved complaint can be viewed here:
👉 (https://casino.guru/complaints/xon-bet-casino-player-s-account-verification-is-delayed-1)
Thank you again for your trust and recommendation — it truly means a lot to us!
Best regards,
Casino.Guru Team
A place where you can find fair…
A place where you can find fair casinos. Zero tolerance for unfair treatment of players
21 March 2026
Unprompted review
Reply from Casino Guru
Hi Thomas,
Thank you so much for your kind words! We’re really happy to hear that you see us as a place where players can find fair casinos and rely on zero tolerance for unfair treatmen, that’s exactly what we strive for every day.
Your support means a lot to us and motivates our team to continue improving transparency and fairness across the industry. If you ever need assistance or have any questions, we’re always here to help.
Best regards,
Casino.Guru Team
Guru staff are there to always help us no matter the problem they will hesr us out believe me people they will be there to assist us.
Guru staff are there to always help us they would assist in snyways possible they would go above and beyond for us cause as player we are powerless going up against platforms like this. Let us normal people have a voice with out guru snd the staff with the plstform they have us normal people not have a say it these matter I thsnk you guys so much my love goes out to you all 💛❤️🩷
25 March 2026
Unprompted review
Reply from Casino Guru
Hi Kha,
Thank you so much for your incredibly kind words — they truly mean a lot to all of us 💛❤️🩷
We’re really glad to hear that you feel supported, as that’s exactly what we aim for — giving players a fair voice and standing by them when things feel overwhelming.
We can see that two of your complaints have already been successfully resolved, which is great news, and we sincerely hope that the third one currently in progress will be resolved just as smoothly.
Thank you again for your trust and support — we’re always here to help whenever you need us.
Best regards,
Casino.Guru Team
Five starts for casino guru!
Casino Guru is the best they gave me a straight forward answer and fast. I will definitely be a returning customer and loyal to them. Thanks casino guru I appreciate you.
20 March 2026
Unprompted review
Reply from Casino Guru
Hello Madrill M,
Thank you so much for your beautiful words, it truly means a lot to us.
I have to say, your review really stood out to us. It’s actually quite rare for a player to leave such a positive feedback when the complaint couldn’t be resolved in their favor. That’s why we especially appreciate your honesty and openness.
I’m really glad that Atti’s explanation made sense to you and that you felt treated fairly—that’s exactly what we strive for in every case.
Thank you again for your trust and kindness. It genuinely means more than you might think, and we’ll always be here for you if you ever need us again 😊
Warm regards,
Casino.Guru Team
DO NOT PLAY AT CASINOS RECOMMEND BY GURU
Do not play at casinos recommend by Guru.
Only play at casino that are your locally regulated. Casino guru always protect casinos even if casino do not pay the winnings to players. My winnings of $16339 are not paid by casino adrenaline but guru still chose to close my complaint as resolved to mislead the other players and the public.
19 March 2026
Unprompted review
Reply from Casino Guru
Hi Harkirat,
Thank you for your feedback.
We would like to clarify that your complaint was not closed as “resolved,” but as “partially resolved.” This distinction is important. The outcome and its classification were explained to you in detail by your complaint resolver via email, and at that time, you confirmed that you understood the reasoning and agreed with the result.
The case was handled over several months and thoroughly investigated, with all available evidence from both sides carefully reviewed. As part of the outcome, the casino agreed to pay a portion of your winnings, which you accepted.
https://casino.guru/complaints/casino-adrenaline-player-s-winnings-have-been-confiscated
Given this, we are surprised by your current review, as it does not fully reflect the course of the complaint or the agreement that was reached during the process.
We always aim to act as an independent mediator and base our decisions strictly on verified evidence. While we understand that the outcome may not have met your full expectations, we strive to ensure fairness and transparency in every case.
We respect your right to share your opinion and wish you all the best moving forward.
Best ragards,
Casino.Guru Team
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Reviews on Casino Guru don’t count for this promo what's wrong with this app
19 March 2026
Unprompted review
Reply from Casino Guru
Hi Nathan,
Thank you for your review — we appreciate you taking the time to share your experience.
To clarify, Casino Guru has never run a promotion where monthly gifts can be claimed based on writing reviews. Because of this, it’s possible there may have been some confusion or that this relates to a different platform or app.
If you could share a bit more detail about where you encountered this offer, we’d be happy to look into it and help clarify the situation.
Thanks again for your feedback, and we look forward to your reply.
Best regards,
Casino Guru Team
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