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Good morning, I made a withdrawal request at this casino and I've been waiting since July 11th. Today is July 24 and the information they give me is that although they give 3 working days to make the payments, they are late and apologize.

Bom dia, fiz um pedido de levantamento neste casino e aguardo desde o dia 11 de julho. Hoje é dia 24 de julho e a informação que me dão é que apesar de darem 3 dias úteis para fazerem os pagamentos, estão com atrasos e pedem desculpa.

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.

Good morning, it's 14 days today and they still haven't paid me.

Regarding account verification, they ask for nothing more than what I've already provided.

They keep giving the same old copy past answers... We're sorry for the delay, we're working actively, chat can't give dates...

Bom dia, faz hoje os 14 dias e continuam sem me pagar.

Em relação a verificação de conta, nada pedem além do que já forneci.

Continuam a dar as mesmas respostas de sempre copy past... Lamentamos o atraso, estamos a trabalhar ativamente, o chat não pode dar datas...

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

It's my first withdrawal attempt at this casino

I didn't use any bonuses, although they gave a bonus for the first deposit, it was never redeemed in the bonus section.

I only played with real money. It is worth mentioning that this casino contacted me by phone, through an account manager, to encourage me to deposit. this manager was always helpful and always answered my emails quickly... From the moment I made the withdrawal request, that manager never got back to me by email... I've sent 5 or 6 emails to date, and he's never replied to a single one. Stay away from this casino.

É a primeira tentativa de retirada neste casino

Não utilizei bônus, a pesar deles terem dado um bónus por primeiro depósito, ele nunca foi redimido na secção de bônus.

só joguei com dinheiro real. É de referir que este casino me contactou via telefone, por um gestor de conta, a incentivar a depositar. esse gestor sempre foi prestável e sempre respondeu aos meus emails com rapidez... A partir do momento em que fiz o pedido de levantamento, esse gestor nunca mais me respondeu por email... Enviei 5 ou 6 emails até hoje, e até hoje nunca me respondeu a um único. Fiquem longe deste casino.

July 29th and they still haven't paid me and the conversation is always the same...

pre-made messages that don't give any information about what we already know, that they're late!

29 de julho e continuam sem me pagar e a conversa é sempre igual...

mensagens pré feitas que não adiantam informação nenhuma ao que já se sabe, que estão atrasados!

Dear player, I would like to kindly remind you that I have not yet received any communication between you and the casino (chat transcripts, emails, or screenshots).

Could you please send this information to dominika.l@casino.guru or upload the screenshots directly here?

Also, could you confirm whether your withdrawal has been paid yet, or if you are still waiting?

The answers are always the same... pre-made messages that don't add anything.

As respostas são sempre iguais... mensagens pré feitas que não acrescentam nada.

August 2nd and everything is still the same... No payment and always the same answers. We're sorry, we're running late. A delay??? This isn't a delay, it's abuse. Since July 11th.

Dia 2 de agosto e continua tudo igual... Sem pagar e com respostas sempre iguais. Pedimos desculpa, estamos com um atraso. Um atraso??? Isto não é um atraso é um abuso. Desde dia 11 de julho.

august 5th... almost a month later, they still haven't paid and with the same copy past answers. "we're working on it, you'll receive it as soon as possible"...

that's fast for them, imagine if it was slow!!!

dia 5 de agosto.. quase 1 mês depois, continuam sem pagar e com as mesmas respostas de copy past. "estamos a trabalhar no assunto, irá receber o mais rápido possível"...

isto para eles é rápido, imagino se fosse lento!!!

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Miidelgado,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Magius Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Because they're lousy payers! Just look at the number of complaints they have like mine. Casino not to play again!

Porque são péssimos pagadores!!! Basta ver a quantidade de reclamações que eles têm iguais à minha. Casino a não voltar a jogar!

Dear Miidelgado,

Thank you very much for your continued patience.

We would like to inform you that your payment is scheduled for today, and we expect it to be processed shortly.

Should there be any further updates, we will make sure to keep you informed.

Best regards,

Magius Casino Team

It's ridiculous that I have to get here for the processing to finally take place. There are dozens of people in the same situation... Here, at guru, there are dozens of complaints.... I wonder how many people are waiting forever for their payments and don't know the guru casino to ask for help.

É ridículo ter de chegar aqui para finalmente o processamento ser efectuado. Estão dezenas de pessoas na mesma situação... Aqui, na guru, são dezenas de reclamações.... Imagino quantas pessoas estão eternamente á espera dos vossos pagamentos e não conhecem o casino guru para pedir ajuda

I'm waiting for dinalm to pay me!

Let the record show that I've been waiting since July 11, and today is August 7 and they still haven't paid me. I hope that future players see these complaints before they deposit money in your house!

Aguardo que dinalm me paguem!!

Que fique registado que tive desde dia 11 de julho a aguardar, e hoje é dia 7 de agosto e ainda não me pagaram. Espero que futuros jogadores vejam estas reclamações, antes de depositarem dinheiro na vossa casa!

It just arrived, 18 minutes after you replied to this post. How hard was it to process?

I will now go directly to the chat to close my account with you.

Zero score for this casino.

Acabou de chegar, 18 minutos após terem respondidos a este post. Foi assim tão difícil fazer um processamento?

Agora irei directamente ao chat encerrar a minha conta convosco.

Nota zero para este casino.

Dear Miidelgado, I understand your frustration, I truly do, And I am sorry for the situation you were in.

But I am very glad to hear that your money has arrived! I'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,

Martina Bennett

Casino.Guru