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Hello, I have been waiting for the withdrawal of funds for 19 days, they seem not going to approve it, the conditions say 5 working days, but 19 days have passed

Здравствуйте, я жду вывод средств уже 19 дней, они походу не собираются одобрить, условиях пишет 5 робочих дней а прошло 19 дней

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I didn't go through Verification, I made a withdrawal once, but it was a bonus

Я не проходил Верификацию, один раз делал вывод средств, да ето был бонус

My account says no verification required!

He doesn't even ask me to upload documents!

в моем аккаунте указано, что верификация не требуется!

Он даже не просит меня загружать документы!

Thank you for your reply. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

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

Dear koselapavlo,

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,

Kristina