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Dear Guru Casino Support,

I would like to file a formal complaint regarding a delayed withdrawal from my account.

On 16 June 2026 at 18:51, I requested a withdrawal of 900 PLN from AvoCasino. When I contacted customer support to ask about the processing time, I was informed that the withdrawal would be completed as soon as possible and no later than within 72 hours.

The 72-hour period expired on 19 June 2026 at 18:51. Since then, I have contacted support several times asking for an update. Unfortunately, I keep receiving the same generic response that the withdrawal will be processed "soon," without any specific explanation or timeframe.

As of today, 21 June 2026 at 12:00, the withdrawal is still pending, which means the promised processing period has already been exceeded by a significant margin.

I am requesting:

An immediate update regarding the status of my withdrawal.

A clear explanation for the delay.

Confirmation of the exact date and time when the withdrawal will be processed.

I expect a prompt response and resolution of this issue. If the matter is not resolved within a reasonable timeframe, I will consider escalating my complaint to the relevant regulatory authorities and consumer protection organizations.

I look forward to your reply.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear pepe93,

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,

Tomas

Dear pepe93,

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,
Tomas
Casino.Guru