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I made a withdrawal of up to €700 of my VIP level.

Today, Sunday, August 10, the withdrawal was canceled after 3 days because they requested further documents to verify the account, which was repeatedly declared to have been verified by themselves.

Now I'm asking for some crazy documents like cards, statements from virtual cards that I used to load but that my bank can't process, so it will be impossible for me to provide them.

I sent card details, bank details and screenshots of the payment. I can't do more than that.

Ho eseguito un prelievo di 700€ massimo del mio livello vip.

oggi domenica 10 agosto è stato annullato il prelievo dopo 3 giorni perché richiedono altri documenti per verificare account che più volte è stato dichiarato tutto verificato da loro stessi.

ora richiedo dei documenti assurdi come carte, estratti conti di carte virtuali che ho utilizzato per caricare ma che la mia banca non può elaborare, quindi mi sarà impossibile fornirglieli.

Ho mandato dati della carta, della banca e screenshot del pagamento più di così non posso fare.

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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 makes such a request, 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.

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