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I had 50.17 euros on my account left,then I won further 29.16 euros ,so then I had total of 79.33 euros on my account,then I made withdrawal request of 70 euros,and the rest of 9.33 I placed another bet,problem is when I come few hours later I see the amount is decreased by casino,and it was 69.99 euros and my withdrawal request was canceled by default by that,so I can't have proper withdrawal,meaning casino is deducting money(im not sure how they are permitted to do so) and sabotaging my withdrawal,I like to be helped regarding that,I'm just asking for the stolen 0.01 euro,it's not about withdrawal,casino guru please understand its not about withdrawal its about law and regulations,and somebody steal obviously money from me...0.01 is still money right??? especially is much bigger in context when that tiny 0.01 euro make withdrawal to be canceled bybtules of the site,which I'm sure they will repeat now,while all that 0.01 will try to make Palestine-to avoid talking about,and now I make another request od 69 euros because0.01 e, is still missing

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Dear Ismet12345,

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

Hello ,

I think I explained wery simple and clearly here,this Complaint is not about withdrawal(will wait anyway 14 days until and if they do not transfer then will be a problem) this COMPLAINT IS THAT I HAD 70 EURO WITHDRAWAL AND SUDDENLY THEY DEDUCTED 0.01 EUR0 SO THE WITHDRAWAL WOULD(AND DID) BE CANCELED ,B3CAUSE THERE IS NO 70 EUROS ON MY ACCOUNT ANYM9RE,SINCE THEY DEDUCTED !!!

AGAIN NOT ABOIT THE WITHDRAWAL PROCCES BUT THEY DEDUCTED MONEY FROM MY ACOUNT AFTER I WON SOME BET THEN I PLACED WITHDRA2AL REQUEST,THEN I HAD.SOME.MONEY LEFT ON MY ACCOUNT ,I PLACED THAT MONEY ON ONE BET,AND AFTER ALL THAT THEY DEDUCTED MONEY ,MAYBE AFTER 5 HOURS OR SO FROM MY ACCOUNT ,SO BY DEFAULT MY WITHDRAWAL WAS 70 EUROS AND THEY DEDUCTED FROM THAT AMPUNT EXACTLY 0.01 NOT 1 EURO NOT.0.5 EURO BUT 0.01 EURO...THAT IS THE PROBL3M

it's about withdrawal but other issue is there,it's not about waiting(which I'm sure I will wait) it's deduction after I made request for.withdrawal,and after I played one.more.bet,and after withdrawal was 5 hours in their system,they deducted 0.01 from.70 euro placed to be witdrawn,so automatically withdrawal was canceled,let them.here explain for that is that ok with you Casino Guru? and is not about verification etc...all that is not a issue,sometimes. first listen read what is writen then assume what or why,ok Guru? it's better for everyone

Dear Ismet12345,

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.

please read what is the problem,I hope you know how to read,because it's writen there,the issue is one...theu deducted.money so my withdrawal was canceled,what is wrong with that simply that you can't understand the problem? they deducted money...that is problem...that withdrawal was canceled by them, how to u expect money to arrive on my bank account if the transfer is canceled...

Dear Ismet12345,

Thank you for your clarification.

I believe the misunderstanding comes from the complaint category that was selected when the complaint was submitted. It appears that the complaint was filed under "Delayed Payment," which is why it was initially handled as a delayed withdrawal case. This category was not assigned by Casino Guru but most likely selected during the complaint submission process.

From your explanation, I understand that your primary concern is not the withdrawal delay itself, but rather that the casino deducted €0.01 from your balance after you had already requested a €70 withdrawal, which resulted in the withdrawal being canceled.

To investigate this properly, could you please provide:

• A screenshot of the canceled withdrawal request.
• A screenshot of your withdrawal history showing both the original withdrawal request and its cancellation.
• If possible, a screenshot of your transaction or account history showing the €0.01 deduction made by the casino.

These screenshots will help us understand exactly what happened and allow us to address the issue with the casino.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

Dear Ismet12345,

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.