Bitguruz Casino - Withdrawal of player's winnings has been delayed.

I requested a withdrawal on., Wednesday, 7

Today is Monday, January 11 and the funds have still not been credited to my account.

The casino continues to provide vague excuses, including claiming delays due to "holidays" or blaming Skrill. This is inaccurate, as the responsibility to process the withdrawal lies entirely with the casino.

The casino has already successfully processed a previous withdrawal from my account without requesting additional verification, which makes their current excuses inconsistent and unreasonable.

Despite multiple requests for clarification and a specific processing date, they have refused to provide a clear timelineand appear to be deliberately stalling the process.

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Dear Simon2929,

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 unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Simon2929,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Karla