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I've been a customer of the casino for a while and have legendary status there. I've been waiting for a withdrawal of €1,050 for eight days, and I keep being told it will come at some point. The status has been "processing" for eight days, and my money still hasn't arrived.

Ich bin schon länger Kunde des Casinos und habe auch Legendenstatus dort. Seit 8 Tagen warte ich auf eine Auszahlung in der Höhe von 1050€ und ich werde immer vertröstet das es scho irgendwann kommen wird. Der Status steht seit 8 Tagen auf in Bearbeitung und mein Geld ist noch immer nicht da.

Hello,

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 within 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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I used this payout method twice on the same day and it worked, so it can't be due to verification

ich hab doch am selben Tag 2 x diese Auszahlungsnethode genutzt und es ging auch also an Verifizierung kanns ja wohl net liegen

Thank you for your response. As the 14-day period has already elapsed, could you please confirm whether you have received your winnings?

Dear maggro4040,

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.