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I made a withdrawl on the 14/05/25 the website stated "less than 24 hours to complete the withdrawl. Yesterday I was made aware j had to send some id etc in. Which I did, I emailed asking how long it would take. No reply. This morning I received an email that it was approved as was my withdrawl. I gave air a few hours for it to go through as most withdrawals are quick upon completion. Nothing came I went in love chat where I was lied to by someone called malo saying it’s 5 working days I have to wait. I questioned why when instant payments are available. The more I questioned things the more lies I was told. Then upon finishing my conversation my account was blocked

Dear Mrpchi83, 

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 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, please, let us know and we will intervene and try to help you. 

In the meantime, please, specify if you cannot log into your casino account now or you were blocked only from the live chat? Have you received any emails from the casino informing you about the block? 

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Mrpchi83,

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,
Natalia
Casino.Guru