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This casino says that withdrawals take 1-3 working days, but that's not true. I requested a withdrawal on the evening of 28/09 and so far I haven't received anything. Everything is still being checked.

I have already asked for help in the support chat and they do nothing and say they cannot give any date.

Este Casino refere que os levantamentos são entre 1-3 dias úteis mas não é verdade. Solicitei um levantamento na noite de dia 28/09 e até agora não recebi nada. Continua tudo em verificação.

ja solicitei ajuda no chat do suporte e nada fazem e referem que não sabem dar nenhuma data.

Dear player,

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 the 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.

I've already spoken to them again in chat because I requested the withdrawal a week ago and it's still "under review".

They say that everything is fine with my account and that the finance department is behind schedule due to the high number of withdrawals.

I stressed that I had complained to them, and now they've told me that my case has been marked as urgent.

this is unacceptable. They give deadlines of 1-3 working days and don't know how to meet them!

I just want my money, after this I won't go back to this casino!

Já voltei a falar com eles no chat pois já pedi o levantamento há uma semana e continua "sob revisão".

dizem que com a minha conta está tudo conforme e que o departamento financeiro esta com atraso devido ao número elevado de levantamentos.

reforcei que tinha apresentado reclamação deles, e agora disseram me que o meu caso foi marcado como urgente.

isto é inadmissível. Dão prazos de 1-3 dias úteis e não os sabem cumprir!

Só quero o meu dinheiro, depois disto não voltarei a este Casino!

will my problem take as long as the others?

attached is a printout of the withdrawal which has been "under review" for almost a week now and I'm not being asked for any documents when checking my account

i really need your help please 😞😞😞😞

será que o meu problema vai demorar tanto tempo como os outros ?

em anexo envio print do levantamento que está quase há 1 semana "sob revisão" assim como não me pedem documentos na verificação de conta

preciso muito da vossa ajuda por favor 😞😞😞😞

Dear Ana124,

Following a review of your account in relation to your concerns, we are pleased to inform you that your withdrawal has been successfully processed, and the funds were dispatched from our end on October 4, 2025.

The funds may take between 3 to 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We would also want to inform that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Kind regards, 

TikiTaka team.

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

Dear Ana124,

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,

Dominika