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Me:

Dec. 1 2023, I made a withdraw request that was accepted and wondered what happens now? 

Them:

Dec. 4 2023, Hi Brandon

Hope you are doing well today

Your withdrawal request was approved Dec 1st. 

After a withdrawal is approved, we send the funds in approximately 7-10 business days to our third-party vendor. Once the funds have been sent to our payment service provider, the delivery time may vary according to our payment service provider’s limitations.

As soon as we get any updates, we will let you know right away.

Regards

Allison

Them:

Dec. 12 2023, No updates at the moment, can you please confirm that the wallet address that we have on file is still valid?

Regards

Allison

Me:

Dec. 12 2023, Yes. That address is correct.

Them:

Dec. 13 2023, Hello Brandon,

The bitcoin address x———————-x has been updated on your account and once we get any news on the payment you will be notified via email.

Nathan G*****

Finance Team

Them:

Dec. 18 2023, Hello Brandon,

We are truly sorry for the delay on the payment and all the inconveniences it might cause you. Your case has been escalated in order to have it paid as soon as possible. I am not promising an specific date but as soon as we get any news on the payment you will be notified via email.

Nathan G*****

Finance Team

Me:

Dec. 20 2023, Still nothing? What is holding it up?

Them: 

Dec. 21 2023, Hello Brandon,

At the moment there are no updates but once we get any news on the payment you will be notified via email.

Nathan G*****

Finance Team

Dear xt6freak,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My withdrawal was approved by the casino and shows that $100 was deducted from my player account. It’s only affecting my account and I was playing with a bonus active and completed all requirements of the bonus; play through, eligible slots etc.

this is a screen shot of transactions from that time

Hi xt6freak,

• If your winnings were accumulated solely from a free bonus, could you please advise if you activated any free bonuses in this casino in the past?
• Were there any consecutive free bonuses redeemed?

Thank you.

No it was a welcome bonus, nothing activated in the past. No consecutive bonuses were used either.

Payment has been received. Thank you so much.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, xt6freak, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.