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The withdrawal at the casino went through but the money didn't arrive. Constant excuses that everything is in process.

Výběr v kasinu proběhl ale penize nedorazili. Neustále výmluvy že všechno je v procesu.

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 curtissek,

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 Player and Casino Guru Team,

Thank you for your message.

First of all, we sincerely apologize for the delay the player experienced with the withdrawal request. We understand how important timely payouts are and appreciate the player's patience.

We are pleased to confirm that the withdrawal request has now been fully approved and processed successfully. The funds have been released from our side and should be received according to the standard processing time of the selected payment method.

We regret that the player's experience did not meet expectations and appreciate the opportunity to resolve the matter.

-The FijiCasino Team

Dear curtissek,

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.

Good morning,

My case has been forwarded to the appropriate team AGAIN and I have to wait for a response AGAIN.

Thank you for your support, best regards.

Dobrý den,

Můj případ byl OPĚT předán příslušnému týmu a mám OPĚT čekat na odpověď.

Děkuji za Vaši podporu, s pozdravem.

The casino representative writes here that the money was sent but nothing has arrived yet, so I don't know what the truth is, unfortunately.

Zástupce kasina tady píše, že peníze byli odeslány ale pořád nic nepřišlo takže nevím co je na tom pravdy bohužel.

Unfortunately, this looks like fraudulent behavior

Bohužel to vypadá na podvodné chování

This is clearly a scam. I would like to warn all players not to deposit money.

Viditelně se jedná o podvod. Prosím o upozornění všech hráčů aby nevkladali peníze.

Thank you for the update. I’m sorry to hear about your missing withdrawal. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

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

Dear curtissek,

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,

Jean