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Dear zauyalauilya,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They have been checking my account for 3 days now, they accepted the documents and they are glowing green, I write to their support, they tell me to wait and I write to them how long to wait, and this has been going on for 3 days now, it's already the 4th day

Они ведут проверку моего аккаунта уже 3 дня , документы они приняли и они светится зеленым цветом я им пишу в поддержку они мне говорят ожидайте и им пишу сколько ждать , и так уже 3 дня , уже 4 день пошел

They are deliberately dragging out time in the hope that I will lose them or something like that

они намерено тянут время в надежде что бы я их проиграл или что то подобное

I keep trying to get something out of them, but they always make some kind of excuses.

Я все пытаюсь от них что то добиться, ну они все время какие-то отмазки

Will anyone answer my question?

Мне кто нибудь ответит по моему вопросу ?

Two payments out of 7 applications have already been paid

Две выплаты из 7 заявок уже выплатили

Dear zauyalauilya,

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,

Dominika