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Hello, I have been waiting for a payment for a very long time, the amount is large

I have already made a payment and verification before and everything went well and quickly, but the amount was very small, this time everything is sad

Здравствуйте, очень долго жду выплату, сумма большая

Делал уже до этого раза выплату и делал верификацию и все прошло хорошо и быстро, но там сумма была очень маленькая, в это раз все печально

Dear player,

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 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

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello again, there was a time when my bank was not working! And I once transferred from a friend's card, I did not know that this was not possible, since I did not go through such verification in my name, I transferred a long time ago, and after that I always made a deposit only to my card, I sent them my document, my account statements, could I have problems because of this?

Здравствуйте еще раз, был такой момент, что у меня не работал банк! И я один раз переводил с друга карты, я не знал что так нельзя, так как таковой верификации именно на своё имя я не проходил, переводил давно, и после этого я всегда делал депозит только на свою карту, я отправил им свой документ, свои выписки счёта, у меня могут из за этого возникнуть проблемы?

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

Dear player,

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,

Dominika