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Since August 13th and 14th I've requested a withdrawal and so far it hasn't been paid into my account. I've already spoken to the online chat and the information is always the same: my money is safe and there's a delay.

Desde do dia 13 e 14 de Agosto que fiz o pedido de levantamento e até agora não caiu na minha conta, já falei no chat online e a informação é sempre a mesma que o meu dinheiro está seguro e que existe um atraso.

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 for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I've made a successful withdrawal before, the winnings on this bonus were higher but the casino only lets you request a withdrawal of 500€ per day.

The verification is ok.

The casino informs me that there is only a delay in processing.

Já fiz retirada antes com sucesso, o ganho sobre este bónus era maior mas o casino só deixa fazer o pedido de levantamento de 500€ por dia.

A verificação está tudo ok.

O casino informa que apenas existe um atraso no processamento.

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

Dear Cris85,

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