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Withdrawal pending for 2 days, made complaint and nothing is happening. Was told in 2-3 hours then told that the request is sent to relevant department and because I am going round in circles the live chat closed. Not heard a response back from complaints department either

Dear shabanarashid85,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I'm still waiting now on another withdrawal. Same sort of issue.

Just to give you an update, my withdrawal was not processed as I was able to cancel and play with it. So now my withdrawal amount has gone down to 480. I believe the casino holds on to funds so the player gives up in asking for the withdrawal process to update. I will see if my new withdrawal is 'instant' or if it takes another 48 hours and me sending more complaints to them. The helpdesk said they not sure what the time frame is and that my withdrawal is being processed but if that was the case I shouldn't have had the option to cancel withdrawal and play more with my winnings which I then lost. So my new request is 480 which is less than 50 pounds.

So another update, after spending another 100 pounds and cancelling my withdrawal and losing 50 pounds from it, my new withdrawal request of 480 was immediately successfully approved. Just waiting for the money to arrive in my account. As it's in euros it means it will be about 380-400. Which is what I gambled away in the first place so technically I haven't won anything. The thing with this casino is you don't actually win. You are lucky to just get back what you gamble if anything

I’m sorry to hear about the issues you’ve encountered. As mentioned in my earlier response, please note that withdrawal requests can take up to 14 days to be processed and paid out. During this time, I kindly urge you to avoid canceling your withdrawal and continuing to play with your balance, as any losses incurred in regular gameplay cannot be refunded due to a delay in payment.

Could you please confirm if you have received the winnings from your most recent withdrawal request?

Thank you for your patience and understanding.

Hi, I did receive my winnings after so many emails and complaints, however, I'm still pending another withdrawal. Again, it's been more than 48 hours and again, made complaint but nothing said and the chat team said to me to wait for an email 😕

Update, just waiting on my withdrawal but will wait after new year. As soon as I get my winnings I will close case and change my review. I have received my previous winnings after much delays and complaints. However, they don't seem to email when I complain.

Just another screenshot of me being moved around. I have another withdrawal being delayed, it's been more than 48 hours now

Hi, just to let you know I got all my withdrawals through. It took alot of complaints and emails but finally they released my funds. They seem to process withdrawals on small amounts faster than bigger ones. But I am happy with the result

Dear shabanarashid85,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru