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I requested a withdrawal and it’s just getting delayed, and support doesn’t provide any help.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
• What games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

No

No

Football bets

Without bonus

Thank you for your reply.

• Have you contacted customer support to inquire about the status of your payment?
• Has the casino informed you what is currently being investigated, whether it concerns your gameplay or whether there is an issue with the payment provider?

Please forward all communication between you and the casino customer support regarding the delay in processing your payment to veronika.f@casino.guru. Alternatively, you may also upload screenshots directly to this complaint thread.

Thank you for your cooperation.

I contacted customer service, who said the relevant departement would contact me on mail. Haven’t heard anything from them since, which was about 2 weeks ago.

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your cooperation.

Dear Prebz,

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,
Veronika
Casino.Guru