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My withdrawal isn't being processed. It's been two weeks now, and nothing's happened. Last Friday, I was in live chat and was told my withdrawal would be paid out last Friday, but nothing has happened.

I've never experienced anything like this in an online casino: I had to wait two weeks for a €1,500 withdrawal. Something's wrong with the casino.

Meine Auszahlung wird nicht bearbeitet. Es sind nun schon 2 Wochen rum und nichts tut sich. Letzte Woche Freitag war ich im Livechat da wurde mir gesagt meine Auszahlung sollte Freitag letzte Woche ausgezahlt werden aber nichts passiert.

Sowas habe ich in noch kein Online Casino erlebt dass ich 2 Wochen warte für eine 1500€ auszahlung. Irgendwas stimmt nicht mit dem Casino.

Dear Netzrack21,

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Netzrack21,

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.

Hey, still nothing's happened. No payout or anything. I wrote to a manager again today, but they couldn't help me either. I keep getting the same automated replies. I would really appreciate it if someone could help me!

Hey, immer noch nichts passiert. Keine Auszahlung oder sonstiges. Ich habe heute nochmal mit ein manager gesschrieben aber der konnte mir auch nicht weiterhelfen. Bekomme immer die gleichen Automatische Antworten. Wäre echt froh darüber wenn jemand mir helfen könnte!

Dear Netzrack21, 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 canceled withdrawal? Send emails or chat transcripts to my email at attila.g@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.

Dear Netzrack21,

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,
Attila
Casino.Guru