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Hello,

It has now been 16 days since my withdrawal was approved, and I still have not received my funds in my bank account.

I have contacted your support team multiple times, yet I have received no clear explanation or resolution. This delay is completely unacceptable and cannot continue.

I expect my withdrawal to be processed immediately. If there is any issue, I demand a detailed written explanation along with a specific timeframe for when I will receive my money.

If this matter is not resolved without further delay, I will have no choice but to file formal complaints with the relevant regulatory authorities and pursue all available legal remedies.

I expect your immediate response and the prompt transfer of my funds.

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 Vaggelis1993p,

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 Vaggelis1993p,

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 Vaggelis1993p,

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.

It's been 16 days since I applied for a withdrawal and suddenly the withdrawal was canceled with the excuse that identification is pending. However, my identification has already been completed.

The whole process creates the impression that it is done intentionally so that the customer gets tired, cancels the withdrawal and gambles their money again. This is unacceptable.

I am extremely disappointed with the way you treat your customers. Your company is now on my blacklist and I will not recommend it to anyone.

I hope that in the future you will operate with more transparency, professionalism and respect towards your customers.

Έχουν περάσει 16 ημέρες από την αίτησή μου για ανάληψη και, ξαφνικά, η ανάληψη ακυρώθηκε με τη δικαιολογία ότι εκκρεμεί ταυτοποίηση. Η ταυτοποίησή μου, όμως, έχει ήδη ολοκληρωθεί.

Η όλη διαδικασία δημιουργεί την εντύπωση ότι γίνεται σκόπιμα, ώστε ο πελάτης να κουραστεί, να ακυρώσει την ανάληψη και να παίξει ξανά τα χρήματά του. Αυτό είναι απαράδεκτο.

Είμαι εξαιρετικά απογοητευμένος από τον τρόπο που αντιμετωπίζετε τους πελάτες σας. Η εταιρεία σας έχει πλέον μπει στη μαύρη λίστα μου και δεν πρόκειται να τη συστήσω σε κανέναν.

Ελπίζω στο μέλλον να λειτουργείτε με περισσότερη διαφάνεια, επαγγελματισμό και σεβασμό απέναντι στους πελάτες σας.

Dear Vaggelis1993p, 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?
• 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 M.