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hi,

I have made a withdrawal 9days ago, 2x500€ .I get the same message that i have to wait from the live chat. I know sometimes its needs more time a withdrawal to be completed, but 9days i think something is going wrong.Live chat says that the don’t need nothing more and that it’s matter of time my fund to be on my bank account, they say this 5 days. Please help me.

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Dear ralf124,

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 ralf124,

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.

so the first withdrawal was made on 26/1 and it was completed on 4/2.But the second one that was made 12 hours later is still pending till today 9/2. I’m still waiting..

hi, can you please help me? it’s been almost 3 weeks now. I made the withdrawal on 27/1 and i’m still waiting, this is going too far. 500€ waiting for 3 weeks is way too far.

Please give me a hand.

Dear ralf124, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share with me screenshotof your pending withdrawals?
• 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

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

Dear ralf124,

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,

Karla