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On June 29, I requested a withdrawal of €500. On June 30, I requested another withdrawal of €500. On July 1, I requested another withdrawal of €500. So far, it's still being processed, even though it says it will take 2-3 business days. Thank you very much.

Am 29 Juni habe Ich eine Auszahlung beantragt vom 500 Euro, am 30 Juni habe Ich nochmal eine Auszahlung beantragt vom 500 Euro und am 1 Juli habe Ich nochmal eine Auszahlung vom 500 Euro beantragt, bis jetzt wird das immer noch bearbeitet obwohl es heißt 2-3 Werktagen. Vielen Dank

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.

Hello, it's now July 13th and the money is still not here, since July 29th. Support always gives the same answer: either lots of withdrawal requests, technical problems or I should be patient, that can't be right.

Hallo,mittlerweile haben wir schon 13 Juli,das Geld ist immer noch nicht da,seit dem 29 Juli.Support antwortet immer das gleiche, entweder viele Auszahlungsanfragen,Technische Störungen und Ich soll mich gedulden,das kann doch nicht sein.

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.

Hello, unfortunately still not, the money has still not been paid out, I am still waiting for the money and it is always the same answer, I should be patient. Please help me

Hallo,leider immer noch nicht, das Geld wurde immer noch nicht Ausgezahlt, Ich warte immer noch auf das Geld und es ist immer das gleiche Antwort, Ich soll mich gedulden .Bitte helfen Sie mir

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 withdrawals? 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.

Hello, this is my first withdrawal from this casino. I don't need to verify (I'll send proof via email). I earned the winnings without a bonus. Unfortunately, I don't have a screenshot of the live chat, but I do have an email. I sent the screenshots to your email address because I'm having trouble uploading them here. Thank you very much.

Hallo,das ist meine erste Auszahlung bei diesem Casino,Verifizieren brauche mich nicht(Beweise schicke ich per Email),gewinne habe Ich ohne Bonus erspielt,live Chat leider habe Ich keinen Screenshot aber von eine Email habe Ich.Die Screenshots habe ich auf ihre Email geschickt, da ich hier Probleme habe die hoch zu laden.Vielen Danke

Dear player, could you please let me know if you have received any of the withdrawals, or if the status of your withdrawal requests has changed since your last message?

Hello, NO, so far nothing has changed, STILL NO MONEY, it is always the same answer, we are working on it, please be patient, it has not changed

Hallo,NEIN,bis jetzt hat sich nichts geändert, IMMER NOCH KEIN GELD, es ist immer wieder die gleiche Antwort, wir arbeiten daran gedulden Sie sich,es hat sich nicht geändert

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Selver123, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MonsterWin Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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

Dear Selver123,

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,

Matej