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Hello,

I've had a payout pending since October 15th, according to the website, which is still being reviewed. I've contacted support several times, but I get a message saying everything is fine and it's the finance department's fault...

Hallo,

habe seit dem 15.10 eine Auszahlung offen laut der Webseite noch in überprüfung , hab schon Support mehrmals Kontaktiert aber da bekommt man Nachricht das alles in Ordnung sei und das ganze an der Finanzabteilung liegt...

Dear Spartaner,

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.

According to the provider, it takes 3 working days for approval, now it is the 4th day and always the same with support, your money is safe etc. etc....please help me

Laut Anbieter sind 3 Werktage für die Genehmigung , ist jetzt der 4 Tag und immer das gleiche beim Support ihr Geld ist sicher usw usw...bitte helfen sie mir

10/23 and still being processed, chat tells me to wait because the system has received too many payouts and it's delayed, what kind of rip-off is this????? This casino should be closed, you wait and wait and nothing happens, please invite someone here so that my case can be closed, I just want my money.

23.10 und immer noch in Bearbeitung,Chat sagt ich solle noch warten da das system zu viele Auszahlungen erhalten hat und es sich verzögert,was ist das für ne verarsche?????Dieses Casino gehört geschlossen,man wartet und wartet und kommt einfach nix,laden sie bitte jemanden hier rein das mein fall geschlossen wird ich will einfach nur mein Geld.

Still nothing....I am verified, I have used the bonus and have been waiting for a 500€ payout since October 15th, support always says the same thing, sorry, and that I should wait, no point

immer noch nichts....Verifiziert bin ich , Bonus hab ich umgesetzt und warte auf 500€ Auszahlung seit 15.10 , Support sagt immer das selbe Entschuldigung und das ich warten soll,kein sinn

Can someone help please

Kann jemand helfen bitte

Dear Spartaner,

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.

Dear Spartaner,

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