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Since June 28, 2025 I have requested the withdrawal, supposedly and according to the website it takes 3 days for the processing. every time I question they always say the same "that there is a problem in the processing" and now via email they have answered the following: "We fully understand your concern and sincerely regret the wait in resolving your case.

We would like to emphasize that our team is already aware of the situation and is monitoring everything closely. At the moment, we still don't have an exact date for the conclusion, but we hope to have new updates soon. Although we cannot guarantee a specific deadline at this time, we want to assure you that we are doing our best to complete the process as quickly as possible."

I can't understand this kind of support, and how it's possible to operate like this.

Desde o dia 28 de Junho de 2025 que pedi o levantamento, supostamente e segundo o site é 3 dias para o processamento. cada vez que questiono dizem sempre o mesmo "que há um problema no processamento" e agora via email responderam o seguinte: "Compreendemos perfeitamente a sua preocupação e lamentamos sinceramente a espera na resolução do seu caso.

Gostaríamos de reforçar que a nossa equipe já está ciente da situação e acompanhando tudo de perto. No momento, ainda não temos uma data exata para a conclusão, mas esperamos ter novas atualizações em breve. Embora não possamos garantir um prazo específico neste momento, queremos assegurar que estamos fazendo o possível para o processo ser concluído com a maior brevidade possível."

Não consigo entender este tipo de suporte, e como é possível operar assim.

Dear player,

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, 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.

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.

Dear player,

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.

Dear player,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.