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Hey, I made a withdrawl request with the casino in question on the 28, it said it would take 3 business days, which have already passed quite a bit, I talked to the support and they said that I would get it in the same day (yesterday) at this point I still haven't received anything and no concrete answer from the support team of the website. There are 3 withdrawls requests, their daily limit is 500€ up to 3 requests at the same time. I had won 6500€ from this casino and ended up playing 4500€ of it back to the casino in hopes that wasting a lot of money would make them do it faster. Now, not only did I lose the 4500€ but I can't get the money Its still there. It's not showing up as cancelled, it's only pending. I'm heartbroken, the 6500€ could have completly changed my life, instead i feel like im being scammed. The website says there is no KYC needed

Dear Vyzerios,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

It's been 14 days and still nothing has arrived in my account. The casino keeps saying it will be soon, but it's been saying this for 10 days. I'm desperate and don't know what to do

Passaram 14 dias e ainda nada chegou à minha conta. O casino continua a dizer que vai ser em breve, mas está a dizer isto há 10 dias. Estou desesperado e não sei o que fazer

Dear Vyzerios,

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.

Hey! Still no development, I talked to customer support like 3 or 4 more times, all they say is "soon" but no concrete information. Over 14 days now and they keep saying the same thing

Dear Vyzerios, 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Good morning Dominika.

About your questions.

I had 1 successful withdrawal about 2 days before I started the withdrawal I referred here.

The casino never asked for a KYC. They have an area to do a "verification" but when I click on it, it says "There's no need to verify nothing at the moment, enjoy our games".

The winning were all raw, no bonus involved.

I didn't get any transcript from the chats I had with them, so I won't be able to provide with the screenshots.

Thank you once again!

Leaving an update here. Like I said there were 3 withdrawal requests from dates 28 29 and 30 of may. I received today the withdrawal from the 28th. Still waiting on the withdrawals from 29 and 30. Both have been requested over 15 days ago...

Good morning.

Just to inform that all payments were made today. 19 days later.

Thank you so much for all the help

Dear Vyzerios,

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,

Dominika

Casino.Guru