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Hey CasinoGuru,

A couple days ago, I managed to wager a deposit bonus and convert my bonus money into real money. Currently I'm having 3x 500€ withdrawals + 1000€ casino balance pending, one queued on the 21.05.2025, one on the 22.05.2025 and one on the 23.05.2025. The casino FAQ says that there'll be a withdrawal time of 3-5 business days, but that number has been exceeded for all of the withdrawals pending. When I contact support, I always get the pre-set copy paste answers, telling me that they are aware of the delay and ask for some patience. I am okay with waiting 3-5 business days, but that number has been exceeded and I would like to receive my money slowly.

Thank you for reading

Best regards

Dear b1shTV,

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.

Hey CasinoGuru,

I forgot to add two points:

1. The KYC function is not enabled on my account for now, so I don't even have the option to upload documents right now.

2. I forgot to upload screenshots of my current pending withdrawals. I will do that here.

Best regards,

b1shTV

Dear b1shTV,

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.

Hey Dominika,

I just checked my emails and checked their website to see if there were any updates. Sadly, my withdrawals still haven't been processed yet. A couple days ago the support told me that my withdrawal would be set as a priority and that I would get an update email from them, but both did not happen.

Best regards

b1shTV

Dear b1shTV, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino directly to confirm whether any kind of account verification is required for your withdrawals?

Could you please specify which bonus you used when you made your deposit?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hey Dominika,

- This is my first withdrawal attempt, so no, I have not.

- I have only contacted them through their live support or support email, both of them would give me the same answer: Asking me for patience and that the withdrawal would be put as a priority. They haven't asked me for KYC documents, but neither did I ask if they need any KYC documents.

- I have used a 300% up to 300€ deposit bonus, the wager requirements were either 30x or 35x the deposit + bonus amount. Max bet is 5€. There is no max cashout limit.

- I wish I could share them, but I don't have any transcripts from the live support neither have any email answers from their support, since I cleared my email address fully a couple days ago.

Update: They have processed my first withdrawal of 500€ after almost filling up the two weeks waiting time. I got my first withdrawal on the 04.06.2025 at 5:04am. The other two are still pending.

Best regards

Dear b1shTV, how much money have you received so far?

Have you already requested the remaining withdrawals? If yes, when did you do so? What is the current status of those withdrawal requests?

Dear b1shTV,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru