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Hello, for about a month now I've won some money that I've been trying to withdraw ! The casino is limited to 3 withdrawals of 500 euros each ! However, in the terms and conditions they say they process in 3 working days ! My last withdrawal of 1500€ took them over two weeks to process and two weeks ago today I submitted another 3 x 500€ withdrawals. I've been asking and I always get the same answer since the three working days have passed "the finance department doesn't give information on payment dates but it will be done very soon". I don't understand why they always delay mine by more than the 3 working days they set out in the terms and conditions.

Olá, há cerca de um mês que ganhei algum valor que tenho vindo a tentar levantar ! O casino está limitado a 3 levantamentos de 500 euros cada ! Contudo, nos termos e condições eles dizem que processam em 3 dias úteis ! No meu último levantamento de 1500€ demoraram mais de duas semanas a fazer e hoje faz duas semanas que submeti outros levantamentos 3 x 500€. Tenho vindo a questionar e recebo sempre a mesma resposta desde que passaram os três dias úteis "o departamento financeiro não da informação de datas de pagamento mas será feito muito em breve" .. Não entendo porque é que atrasam sempre os meus mais do que os 3 dias úteis que apresentam nos termos e condições.

Dear Dannimarto7,

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 accumulated your winnings with the help of a bonus?
• Could you please share a more detailed timeline of events regarding the frequency of your withdrawals?
• When did you request withdrawals, and when did you receive them?
• How much have you already successfully withdrawn, and how much is left for you to withdraw?
• Please support your complaint with screenshots of your withdrawal requests and share the relevant communication with me.
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, Tomás,

I hope you're well!

I joined the casino and won around €5,000 in real money without ever having used any bonuses! Since the account is limited to 3 withdrawals of 500€, I made 3 withdrawals I think at the end of March (between 28/03 and 31/03), which I received on 11/04/2025 (right after I submitted my complaint here). When they made that payment, I made 3 more withdrawals of €500 on 11/04, 12/04 and 13/04 , which to this day have still not been processed by their financial team! The terms and conditions and the information that support gives is for processing within 3 working days ... a deadline that has already been exceeded.

In addition to the €1,500, I still have €1,000 in my account that I want to withdraw next.

My account details are attached.

Olá Tomás,

Espero que te encontres bem !

Eu entrei no casino e ganhei cerca de 5000€ de saldo real sem nunca ter utilizado qualquer bónus! Uma vez que a conta está limitada a 3 levantamentos de 500€ , eu efetuei 3 levantamentos julgo que mais ou menos no final de março (entre 28/03 e 31/03), os quais recebi no dia 11/04/2025 (logo após apresentação da minha reclamação aqui). Ao efetuarem esse pagamento, coloquei mais 3 levantamentos de 500€ no dia 11/04, 12/04 e 13/04 , que até ao dia de hoje ainda não foram processados pela equipa financeira deles ! Os termos e condições e as informação que o support dão é de processamento de 3 dias úteis .. prazo este que já está mais do que ultrapassado.

Para além destes 1500€ ainda tenho 1000€ na conta que pretendo levantar de seguida.

Em anexo o detalhe da minha conta.

hello Tomas,

please close the complaint. I've canceled the withdrawals.

thank you

ola Tomas,

encerra a reclamação sff . Eu fiz o cancelamento dos levantamentos.

obrigado

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.