The player from Italy expressed frustration over delayed withdrawals despite winning and fully verifying his account. While earlier withdrawals had been processed in around 36 hours, his fourth withdrawal had been pending for almost 72 hours, and he noted that all the casino's domains were currently down. The issue was resolved after the player confirmed that his withdrawal had been processed successfully, leading to the complaint being marked as resolved in the system.
Instant Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €10,000
Instant Casino
Safety Index:LowCase summary
Discussion
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5 months ago
I've won a decent amount on this casino. Ignoring the fact that they blatantly advertise 'instant withdrawals' which is ABSOLUTELY fake, they have initially processed my first 3 withdrawals (not because I won multiple times, but because I needed multiple withdrawals because of their daily and weekly limits) within around 36 hours each.
My fourth withdrawal has currently been pending for almost 72 hours, and all their domains are down. Mind you, I have FULLY verified my account with ID and not one but two addresses. My withdrawals are crypto only.
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5 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please 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 unfinished KYC verification 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
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4 months ago
Dear oantonaci97,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear oantttt,
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.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
