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I placed a withdrawal request for £811 on 6 January 2026 (17 days ago) which was accepted immediately as I played without bonuses. This  amount is less than half the amount I have deposited with them and is my first attempt at a withdrawal. I have since contacted support for an update on 5 separate occasions. The majority of replies I have received are all exactly the same – in fact, word perfect, so I assume they must be automated. They ask me to be patient as the finance team have still not processed the payment but cannot give me a definitive date when this will be. Indeed, I have no idea if the company is playing for time or whether I will actually be paid. I have remained courteous in my dealings with support at all times.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you accumulate your winnings with or without a bonus?
• What types of games did you play at this casino?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

I played without any bonuses, solely on slots. My profile was fully verified having sent in all the required documentation.

Thank you for your support.

Hello Yara55,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I understand. Many thanks.

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

Dear Yara55,

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,

Veronika