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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good morning, I'll answer your questions.

Have you made successful withdrawals in the past? Yes, it arrived in 4 days.

Could you confirm that you passed KYC verification? Yes, also because the section says that my account does not require verification.

Did you accumulate your winnings with or without an active bonus? The winnings were accumulated through a deposit bonus and after meeting the bonus requirements, they became real balance.

Buongiorno rispondo alle domande.

Hai già effettuato prelievi con successo in passato? Si, in 4 giorni è arrivato

Potresti confermare di aver superato la verifica KYC? Si, anche perché nella sezione dice che il mio account non ha bisogno di verifica.

Hai accumulato le tue vincite con o senza un bonus attivo? Le vincite sono state accumulate tramite un bonus sul deposito e dopo aver soddisfatto i requisiti del bonus è diventato saldo reale

Good morning.

I write to the support chat every day and they tell me, like this morning, that my withdrawals are in the final phase and they repeat that they have these constant delays.

I made my first withdrawal on 06/13/2025 of 340 euros which arrived easily on the 17th.

There's no point in all this waiting, I'm really sorry.

Buongiorno.

Scrivo ogni giorni alla chat di assistenza e mi dicono come stamattina che i miei prelievi sono alla fase finale e mi ripetono che hanno questi ritardi continui.

Ho effettuato il mio primo prelievo il 13/06/2025 di 340 euro che arrivo tranquillamente il 17.

Non ha proprio senso tutta questa attesa, sono proprio rammaricato.

Thank you for your reply, Mattia21. Could you please clarify if you used the same withdrawal method in the past?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Good morning Kristina, yes I have always used the same method.

Buongiorno Kristina, si ho utilizzato sempre lo stesso metodo.

This is an example of the kind of answers they always give me, they say they send reminders but they never work.

Questa è un esempio di risposte che mi forniscono sempre, dicono di mandare dei solleciti ma non hanno mai funzionato

Hi, they keep repeating the same things, I don't know what to do. I want my money back.

Salve, ripetono sempre le stesse cose, non so che fare. Voglio i miei soldi

They always say it's in the final stages, but the problem is that it's been in the final stages for days but no news is coming.

dicono sempre che è nella fase finale, ma il problema che è da giorni nelle fasi finali ma non si presenta nessuna novita

Good morning, is there anything new? After many reminders in chat, they asked me to cancel the withdrawals. This is crazy.

Buongiorno c'è qualche novità? Mi hanno chiesto dopo tanti solleciti in chat di annullare i prelievi, cose da pazzi

Good morning, withdrawals arrived this morning. Thank you for your support and service. I received the full withdrawal amount.

Buongiorno, prelievi arrivati stamattina. Grazie per il vostro supporto e il vostro servizio, ho ricevuto l i intero importo dei prelievi

Dear Mattia21,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru