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Hello, I made a deposit of €400 on July 21, 2026, and played with my real money. I managed to reach a total of €3938. I have already received five payouts of €495 each, and I have a pending payout of €495 as of August 20, 2026. My account balance is currently €968.

Since I have been waiting for my withdrawal request to be processed since August 20, 2026, I have repeatedly contacted the live chat to ask for information about the delayed payment. I was only told that everything was fine and that I should wait.

My question is, how much longer should I wait?

Fourteen days have already passed, which is plenty of time to process a withdrawal request. I wasn't asked to complete a KYC check; if that were to happen, I wouldn't have any problem with it and could submit the documents later, but that wasn't the case.

I request that my case be processed as quickly as possible at this casino and ask Casino Guru for help with the next steps.

Thank you and best regards.

DD

Hallo ich habe am 21.07.2026 eine einzahlung in höhe von 400€ getätigt und mit meinem echtgeld gespielt. ich konnte eine Summe von 3938€ erreichen. Mir wurde dann 5x495€ schon ausbezahlt und ich habe nun seit dem 20.08.2026 eine Ausstehende Auszahlung in höhe von 495€. Auf meinem Konto befinden sich noch 968€.

Da ich schon seit dem 20.08.2026 auf die bearbeitung der auszahlungsanfrage warte habe ich mehrfach den Live-chat aufgesucht undhabe diese um die Information der verspäteten auszahlung gefragt. mir wurde nur berichtete das alles in ordnung ist und ich warten soll.

Meine frage ist wielange soll ich noch warten?

14 Tage sind schon vorbei und das ist genug zeit um eine auszahlungsanfrage zu bearbeiten. Ich wurde nicht aufgefordert eine KYC durchzuführen, falls dies soweit kommen sollte habe ich damit auch keine probleme und kann die Dokumente nachreichen aber dies war nicht der Fall

Ich bitte um schnellstmögliche bearbeitung meines Falles in diesem Casino und bitte casino guru um hilfe der weiteren Schritte.

Danke mit freundlichen grüßen

D.D

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 Jonamia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of your pending and processed payout requests? Post them here or send the information to my email at tomas@casino.guru

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.

Best regards,

Tomas

Hello, no, this was my real money.

No problem. I would like to emphasize that, strangely enough, a payment (the payment from August 20, 2026) was processed immediately today.

Please censor the data as my email address is visible, thank you.

Furthermore, I would like to emphasize again that it is not normal to wait over 14 days for a refund and that this should work faster.

Best regards

DD

Hallo, Nein dies war mein echtgeld.

Gerne kein problem.Ich möchte betonen das komischerweiße heute sofort eine auszahlung(die auszahlung vom 20.08.2026) bearbeitet wurden ist.

bitte um Zensierung der Daten da meine email adresse sichtbar ist danke.

Zudem möchte ich nochmal betonen das es nicht normal ist über 14 tage auf eine geld zu warten und dies schneller funktionieren sollte.

mit freundlichen grüßen

D.D

Hello, I wanted to let you know that I received a payment today. I have now submitted the final payment request; once it's processed, I can inform you immediately and the complaint can be marked as resolved.

Hallo ich möchte dir mitteilen das ich heute eine auszahlung erhalten habe. Nun nur habe ich die letze auszahlungsanfrage gestellt wenn diese ausbezahlt ist kann ich dir das sofort mitteilen und die beschwerde kann als gelöst gemerkt werden.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jonamia,

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,

Tomas