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I requested a withdrawal of $500 on the 26th June, I've heard everyday from different live chat workers that my withdrawal is of high priority and it's been escalated then I get told it's in it final stages of being released then I get told it would be tomorrow (few days ago now) then I get told that they will get back to me when they have an update, I had another withdrawal request that I made on the 26th also which was paid the next day so unsure why they couldn't have done them both on same day, I've been extremely patient I understand that there's been a lot of requests but I'm sorry but it's now 7th of July it don't take this long to process a bank transfer... I'm running out of patience, I really loved this casino but they not giving me a good reason why I should continue playing with them..

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 afternoon Dominika I am still yet to receive my withdrawal I'm still getting the it's been delayed they appreciate my patience I will receive my withdrawal soon, so I feel I'm going round and round in circles, I have been screen shotting my interactions with the live chat on the site, it's been over 2 weeks so I'm really not understanding what is taking so long,

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?

Could you please confirm that you have passed the KYC verification?

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.

Hi Dominika,

Yes I have had a successful withdrawal (the same day that I initiated the withdrawal in dispute) so I've received that one that I withdrew also on the 26/06/2025

I did not use any bonuses on this occasion so solely won on my deposits

Ive done the kyc

Yes I will post screenshots to your email shortly



Dear player, have you received the money?

Hi Dominika, sad to say I played it all back in tonight as I still had not received it I keep getting different story's every time I message them so I am quite p"d off that they kept mucking me around with my withdrawal it has been sitting there since 26th June I figured that I can wipe my hands with this casino... Would you like me to upload the newest screenshots here?

Dear player, I just want to make sure I fully understand the current situation correctly — are you confirming that the $500 withdrawal was never processed by the casino, and that you eventually lost the balance, so there are now no funds left in your casino account?

That is correct

Dear player, I’m sorry to inform you that since you no longer have any pending withdrawals and there are no funds left in your casino account, unfortunately, we are unable to assist you further in this matter.

The responsibility for managing the funds in the casino account lies with the player. Without any remaining balance or active withdrawal requests, there’s nothing more that can be done from our side.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.