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I order a withdrawal of 500€ on 20/01/2025, and it is still pending. I have asked several times to chat live support, and they can not tell me when it will be processed. 16 days for a 500€ withdrawal and still pending.

Dear WillyFogBettor, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Have you accumulated your winnings with or without an active bonus? 

What types of games did you play - e.g. slots, live casino games, sports betting?

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. 

Best regards, 

Veronika

Hello, many thanks for your questions. I answer everything below:

1. No, I have not done any withdrawal yet.
2. In the verification web, I have a message with "It looks like your account does not require verification". They don't ask about verification yet
3. I did not use bonus.
4. I played sports betting .

Best regards

Thank you for your response.

In order to assist you further with the issue you're facing, could you please forward me all the communication between you and the casino customer support regarding the delay in processing your payment? This will help us better understand the situation and move forward with the investigation.

Please send the relevant emails or chat logs to my email address at veronika.f@casino.guru.

Thank you for your cooperation, and I look forward to hearing from you soon.

Hello, the withdrawal has been successfully done.

Dear WillyFogBettor,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru