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Good morning to the team.

I requested a withdrawal on 16/11 and after so many days there has been no progress. In the emails and chat they tell me the usual — to be patient. They haven’t asked me for KYC verification, and I have also made a withdrawal from this particular casino in the past.

Important notice:

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Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

It has been 13 days and still no progress. What is happening is unacceptable.

Thank you for your reply. I can only imagine how frustrating it must be to wait for so many days for your rightful winnings.

Have you received any updates from the casino in the meantime?

When was the last time the casino communicated with you regarding the payment of your winnings?

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru, or post screenshots here. I appreciate your patience and cooperation.

In the end, the withdrawal was completed after 15 days. On one hand it’s positive that I received my money, but the overall experience wasn’t very good.

Dear Pater717,

We're glad to hear that your issue has been resolved. We'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,

Veronika

Casino.Guru