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Good morning, I've been waiting for my two €500 withdrawals since June 29th and 30th, and they keep putting me off, always telling me the same thing: that they're escalating the problem and that I should be patient. However, they say it will take 3 business days, and I've been waiting for over 2 weeks now.

Buenos días, llevo desde los días 29 y 30 de Junio esperando mis dos retiros de 500€ y no paran de darme largas y diciéndome siempre lo mismo, que escalan el problema y que tenga paciencia, pero dicen que tarda 3 dias hábiles y ya llevo más de 2 semanas esperando.

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.

Hi Kristina, no, this is my first time withdrawing, so I'm still waiting for a response regarding verification.

I have not activated any bonus, all the profit is net therefore, full withdrawal.

Hola Kristina, no, es la primera vez que realizo una retirada pr lo tanto aún estoy esperando la respuesta sobre la verificación.

No he activado ningún bono, toda la ganancia es neta por lo tanto, de retirada integra.

Thank you for your reply. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Osogas97,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru