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They have refused to pay me my withdrawal. Requesting for the same documents over and over again!!

i’d provided everything they ask for, but after days/weeks dey still request for the same thing!! Tactically frustrating me and delaying my withdrawal, my withdrawal has been pending for 23days now!

worst is they don’t send me mails requesting for whatever documents they need, i only get to find out when i text them via live chat, so ridiculous!! I need my withdrawal paid

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.

Nope it has not been resolved!! They keep asking for the same documents over and over again! I think they are trying to fustrate me!!

i have provided the same documents upto 4 times!

this is looking scamy

Dear player, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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 verification? 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 in advance for your reply.

I have submitted all documents! Everything, they asked for proof of deposit up to 5 times which i provided and it was approved they verified it! But still yet they don’t want to pay!!

my account is already verified

Dear player, can you please confirm that your account is now fully verified, and the casino is no longer asking for any additional documents?

Could you also kindly share a screenshot showing the pending withdrawal request from your casino account?

Could you share your communication with the casino (such as email or live chat transcripts), so we can better evaluate the situation? You may send this to dominika.l@casino.guru or upload it here in this thread.

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.