AuraKasino Casino - Η ανάληψη του παίκτη καθυστερεί και ο λογαριασμός κλείνει.

On April 20, 2026, I made a withdrawal request.

On April 20, 2026, I submitted all the KYC documents they requested.

My account was fully verified.

There is no chat function on their website, customer service is not working, emails are not answered. If I answer an email I always get the same answer "we are processing your withdrawal" is this even a legit casino?

I didn't play with bonus money.

The casino is not responding to emails. How can I contact them?

I also asked to close the account. The account was closed at my request on 24.04.206 because I no longer want to play at casinos.

After this they no longer respond to me, don't tell me what's happening, etc.

help me connect to the casino

I think they don't want to pay my money. 10 days is enough time to pay the withdrawal considering I am fully verified and their terms of service say withdrawals take max 12 hours

20.4.2026 tein nostopyynnön

20.4.2026 toimitin kaikki heidän pyytämät kyc dokumentit

Tilini vahvistettiin täysin.

Heidän sivulla ei ole chat toimintoa, asiakaspalvelu ei toimi, sähköposteihin ei vastata. Jos sähköpostiin vastataan saan aina saman vastauksen " käsittelemme kotiutustasi" onko tämä edes laillinen kasino? 

En pelannut bonus rahalla.

kasino ei vastaa sähköposteihin. Miten saan heihin yhteyden?

pyysin myös tilin sulkua tili suljettiin pyynnöstäni 24.04.206 koska en halua enään pelata kasinoita.

Tämän jälkeen he eivät enään vastaile mulle eivät kerro mitä tapahtuu jne.

auta minua saamaan kasinoon yhteys

mielestäni he eivät halua maksaa rahojani. 10päivää on tarpeeksi aikaa maksaa kotiutus huomioon ottaen sen että olen täysin vahvistettu ja heidän käyttöehdot sanovat kotiutukset kestävät max 12h

Important notice:

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

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by account or gameplay review, or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

On April 20, 2026, I submitted all the KYC documents they requested and I was confirmed.

Since that day I have been waiting for my money.

Today is the 10th day and I still haven't received my money. They won't tell me what's going on and the support is lacking

20.4.2026 toimitin kaikki heidän pyytämät kyc dokumentit ja minut vahvistettiin.

siitä päivästä asti olen odottanut rahojani.

Tänään on 10päivä enkä ole vieläkään saanut rahojani. He eivät kerro mitä tapahtuu, ja tuki on puutteellinen

On April 21, 2026 I made a withdrawal request for 2500e

On 21.4.2026 I asked to set limits so that I wouldn't cancel the withdrawal request and lose money, I never received a response. I asked in a new email to close the game account and pay my withdrawal.

On April 24, 2026 they closed my account at my request, I received an email from them:

Hello there,

Thank you for your emails and Apology for delay in response.

Kindly be informed that your account was closed as per your request.

Our relevant team is currently still working on checking your withdrawal request and more updates should come soon.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aura Casino Player Support

Aura Casino

On April 29, 2026, I received an email from them:

Hello,

Apology for the delay in response.

Following a review of your account by our relevant department, your case has been assessed in line with our responsible Gaming policies.

As a result, the withdrawal request of €2,500 cannot be processed.

Instead, a full refund of your deposits in the amount of €1,350 will be issued to your bank account ending in 5998.

If you have any questions or would like further clarification, please feel free to contact us.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aura Casino Player Support

Aura Casino

I asked them why I am not receiving my winnings, their terms and conditions say that a player can close their account and the winnings will still be paid out. They just told me:

Hello,

Apology for delay in response.

As previously communicated, a decision has been made regarding your case in line with our policies.

The withdrawal request of €2,500 could not be processed. Instead, a deposit refund of €1,350 was approved to your bank account ending in 5998.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aura Casino Player Support

Aura Casino

After this they no longer respond, I have not received 1350e or 2500e even though legally 2500e belongs to me and I have not violated any terms. They do not even tell me why they made this decision.

21.4.2026 tein nostopyynnön 2500e

21.4.2026 pyysin asettamaan rajoja jotta en peruisi nostopyyntöä ja en häviäisi rahoja, en koskaan saanut vastausta. Pyysin uudella sähköpostilla sulkemaan pelitilin ja maksamaan kotiutukseni.

24.4.2026 he sulkivat pelitilin pyynnöstäni sain heiltä sähköpostia:

Hello there,

Thank you for your emails and apology for delay in resposne.

Kindly be informed that your account was closed as per your request. 

Our relevant team is currently still working on checking your withdrawal request and more updates should come soon.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aurakasino Player Support

Aurakasino

29.4.2026 sain heiltä sähköpostia:

Hello,

Apology for the delay in response.

Following a review of your account by our relevant department, your case has been assessed in line with our responsible gaming policies.

As a result, the withdrawal request of €2,500 cannot be processed.

Instead, a full refund of your deposits in the amount of €1,350 will be issued to your bank account ending in 5998.

If you have any questions or would like further clarification, please feel free to contact us.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aurakasino Player Support

Aurakasino

Kysyin heiltä miksi en saa voittojani heidän käyttöehdot sanovat pelaaja saa sulkea tilinsä ja voitot maksetaan silti. He vastasivat minulle vain:

Hello,

Apology for delay in response.

As previously communicated, a decision has been made regarding your case in line with our policies.

The withdrawal request of €2,500 could not be processed. Instead, a deposits refund of €1,350 was approved to your bank account ending in 5998.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Sarah

Aurakasino Player Support

Aurakasino

Tämän jälkeen he eivät enään vastaa, en ole saanut 1350e enkä 2500e vaikka laillisesti 2500e kuuluu minulle en ole rikkonut mitään ehtoja. He eivät edes kerro miksi he tekivät tämän päätöksen.

Thank you for keeping me updated. To better understand your case, I would like to ask you a few additional questions:

• Have you previously created an account at AuraKasino Casino that was later self-excluded due to gambling addiction?
• Have you created or used more than one account at this casino?
• Are you currently self-excluded due to gambling-related concerns under the Kahnawake Gaming Commission?
• What types of games did you play to accumulate your winnings?

No

no

no

wolf cud

Dear Hubbabbubba

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

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

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

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

Kind regards,

Veronika

Dear Hubbabbubba,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from AuraKasino Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear AuraKasino Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

They will not respond. They have not responded to any of my emails since 02.05.2026. I deposited 1350e, it is not a small amount, I received a message from them on 02.05.2026 that they already paid it to my account, I have not received this money to this day.

They just stopped responding. 10 days without responding to any emails is a red flag.

I will file a criminal report today and contact the central bank and my own bank. I have already consulted a lawyer.

He eivät tule vastaamaan. He eivät ole vastanneet yhteenkään sähköpostiini 02.05.2026 jälkeen. Talletin 1350e se ei ole pieni summa, sain heiltä viestiä 02.05.2026 että he maksoivat sen jo minun tililleni, en ole tähän päivään asti saanut näitä rahoja.

He vain lopettivat vastaamisen. 10päivää vastaamatta yhteenkään sähköpostiin on hälytysmerkki.

Teen tänään rikosilmoituksen ja otan yhteyttä keskuspankkiin sekä omaan pankkiini. Olen konsultoinut jo lakimiestä.

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

Dear Hubbabbubba,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I understand this is not the outcome you were hoping for, and I truly regret that we couldn't provide a more satisfactory resolution. However, there is still a course of action available to you. You may consider filing an official complaint with the Kahnawake Gaming Commission via the following link: https://gamingcommission.ca/interactive-gaming/complaints/

As the official regulatory authority, they may have more tools at their disposal to assist you. For guidance on how to properly submit your complaint, you can also refer to this page: https://casino.guru/submitting-complaints-to-regulators

If you need assistance with submitting the complaint or if you receive any updates from the regulator, please don’t hesitate to reach out to me at [email protected].

I'm truly sorry we couldn’t be of more help in this case, but please know we're here if anything changes.

Best Regards,

Kubo