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Hello,

I would like to file a complaint regarding my withdrawal. I have been waiting for my payout since March 5th. My account is already fully verified, but I have not received the withdrawal yet.

Additionally, I have contacted support multiple times and have not received any response so far. This lack of communication is very frustrating.

Please look into this matter and process my withdrawal as soon as possible.

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 Realkings91,

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

Hi, so I'm fully verified, but they cancelled the first payout of €300 because I can only withdraw €200 with bonus winnings. I then made the withdrawal, and it says 2-4 business days... I can't reach anyone through support either.

Hi also ich bin komplett verifiziert die haben die erste auszahlung von 300 abegrbochen da ich mit bonus gewinn nur 200 auszahlen kann die auszahlung habe ich dann getan und bei denen steht 2-4 business days.. über den support erreiche ich auch keinen

Dear Realkings91,

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.

Hello?

Hallo?

No, the money is still in the payout process. Please get involved.

Nein das geld is immer noch im auszahlprozess bitte schalten sie sich ein

Dear Realkings91, 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

This would be my first payout. I'm fully verified. The chat always just says "you are forwarding it" but then nothing happens.

casino games

Wäre meine erste auszahlung bin komplett verifiziert chat steht immer nur sie leiten das wwiter dann kommt aber nixmehr

casinospiele

Dear Realkings91,

Thank you for your reply.

To better understand your situation, could you please provide screenshots of the following:

• your withdrawal request and its current status (showing the delay),
• any notification or message regarding the withdrawal (e.g. expected processing time),
• any communication you have had with the casino (live chat or emails).

You can upload the screenshots directly here or send them to my email at karla.m@casino.guru.

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

Karla

Ok i will send ypu this information now wait🙂

Should it have arrived by now?

Sollte angekommen sein?

Dear Realkings91,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka barbora.p@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Realkings91,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear Realkings91,

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,

Barbora