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Good day,

I made a profit on June 30th, after which I made a €600 and a €2,200 withdrawal. My account was finally verified on June 14th, after several back and forths over days, then the €600 was sent out but not the €2,200. Now I've been waiting in vain since June 14th to get the money paid out. They always say it's more work, which is why it takes longer. Then there was a limit of €1,500, then there was a limit of €5,000, but I'm under that. I don't understand it anymore, it's all getting very confusing to me, which is why I've come here to maybe find a solution...

Guten Tag,

ich habe am 30.6 einen Gewinn erzielt darauf hin hatte ich eine 600€ und eine 2.200€ Auszahlung getätigt meine Konto wurde bis zum 14.6 mit mehreren hin und her über Tage dann endlich verifiziert dann sind auch die 600€ raus gegangen nur die 2.200€ nicht nun warte ich schon seit dem 14.6 vergebens das Geld ausgezahlt zu bekommen immer heißt es mehr Arbeit deswegen dauert es dann war es ein Limit von 1.500€ dann war es ein Limit von 5000€ wo ich aber darunter bin ich hab’s nicht mehr verstanden mir wird das alles sehr spanisch deswegen der Weg hier her um vllt eine Lösung zu finden…

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 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.

Dear player,

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.

Dear player,

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,

Dominika

Casino.Guru