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The withdrawal funds did not reach my bank account, and when I requested clarification, they only told me that it had been credited correctly, and when I insisted that it had not, they responded that the system indicated that the deposit had been correctly credited to my gaming account, and it had not. The money does not appear in my casino balance or in my bank account.

Los fondos del retiro no llegaron a mi cuenta bancaria, y al solicitar una aclaración solo me dijeron que se había acreditado correctamente, y al insistir que no era así,me respondieron que el sistema les indicaba que el depósito se había abonado correctamente a mi cuenta de juego, y no fue así el dinero no aparece ni en mi saldo del casino ni en mi cuenta bancaria

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

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 does, 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.

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.

Hi Dominika, no not yet, in fact I contacted support again to see what was happening and I asked them to tell me what I need to do to prove that I haven't received the refund and they just haven't responded.

Hola Dominika, no aún no, de echo volví a comunicarme con soporte para ver qué pasaba y les pedí que me dijeran que necesito hacer para comprobarles que no eh recibido el reintegro y ya solo no respondieron

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 using the same payment method?

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

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

When exactly did you provide this information to the casino? Did the casino tell you approximately when they would get back to you after reviewing the issue?

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.

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru