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I have €4,000 pending withdraw since 16 April 2026. I have €42,405 in my main balance ready to withdraw. They have exceeded the 96 hour withdraw time and I have spoken with the "Live Chat" 3 times and I am getting conflicting information on why they are delaying my withdraw. I have had recent withdrawals completed however now I have lots of money to withdraw they are giving me problems.

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Dear Joshashley,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Joshashley,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My withdrawal is still pending. My "VIP manager", Mary emailed asking to talk on Telegram app. She replied with the following: "I’ve checked your account and forwarded your request to our finance team ✅

I’ve also asked them to speed things up for you.

Please note that the payment department is processing all requests one by one in the order they were received, so we kindly ask you for a little more patience 🙏

Thank you very much for your understanding 🤝" It has now been 2 weeks since I requested my withdrawal.

Also to add context. I have had 3 withdrawals of €4,000 completed between 8-16 April, also I have had numerous withdrawals between January and April ranging from 200-1000 Euro completed. I had my account checked for "risk" on one of the €4,000 withdrawals which was completed. I believe this is all being done to indirectly slow down the withdraw process in the hope that I gamble more.

Dear Joshashley, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Joshashley,

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.