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Hi, i get offer by email about this casino 3.7.2026 that If i deposit 100€ i get 100€ cash to My balance so total of 200€ with play. So in My mind that offer sounds good so i deposited 100€ to this casino and yes i get that extra 100€ so total of 200€. That cash had X5 wagering reguiments and i successfully wagered IT 5 Times so in The end i Had 500€ real money in My account. Then i was decided to Make withdrawall on 3.7.2026 and first i Make 500€ withdrawall request. Then The problems started. I alredy had fully verified account on this casino. In this casino terms and conditions is reading that Max withdrawall proces Time IS 24 hours but when i asked customer support they promes that i Will gonna get My money in 1 hour. Well i waited 6 days and Then started to asking why My withdrawall request hasen't accepted already in customer support. I did not get any aswers to My emails. Then Day 7 they canceled My withdrawall request and asked me to send More documents like selfie where i am holding My passport. That wasent problem so i send that there. But i dont understand why they asked me send that Because i alredy had fully verified account. Anyway i send that photo to them and Make New withdrawall request on 6.7.2026 amount was 400€. My withdrawall request IS still pending after 4 days My second withdrawall request and i Have send email many Times customer support but they Have only aswered me that all The documents Will Be proceced in 72 hours. I Have say them many Times that i Have alredy waited that Time and i Have made My first withdrawall request alredy 7 days ago but they haven't aswered me anything. I think they just scammed me My 100€ money. Can you casinoguru please help me to get My 400€ withdrawall what really belongs to me?

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Dear Jarski88,

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 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

Dear Jarski88,

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 again, no they haven't procesed My withdrawall requests. They just keep canceling all My withdrawall requests and asking all The Time More documents and each document they proces one By one not all same Time and each proces Time IS in they teema and conditions Max 72 hours but like now My last document i send IT maybe week ago and still IS not procesed. I like to get Back Even My deposit amount what was 100€.

Dear Jarski88, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla M.

Hi again, no i haven't made any successfull withdrawall before. This was My first Time i made any withdrawall request. I send last kyc document about 3 weeks ago but they still haven't procesed My document. I had to send proof of My e-wallet so i send IT to them but they haven't procesed IT or aswered me anything My emails anymore. I get offer by email that If i deposit 100€ i get another 100€ bonus money with 5x Wagering reguiments so i deposited 100€ and get 100€ bonus and after i wagered My bonus i had 500€ real money on My account. Max win with this bonus is 1000€. I cant send any our conservations earlier because this casino IS not aswering My emails or live chat anything to me.

Dear Jarski88,

Thank you very much for your reply.

I’m sorry to hear that the verification process is still ongoing and that the casino has stopped responding to your emails.

To help me better understand your case, could you please provide:

• A screenshot showing your current pending withdrawal (or the withdrawal status) in your casino account.
• Any documents or communication you have received from the casino regarding your verification or withdrawal, including emails or screenshots, if available.

You can send the documents to karla.m@casino.guru or attach them directly to this complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Jarski88,

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,
Karla
Casino.Guru