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I have been using this platform for over two weeks. On July 15, 2025, I started my first withdrawal process, money that did not come from bonuses since I never accepted them.

The first withdrawal was canceled. I contacted support, and they told me it was an operator issue. I sent an email, and they responded with the same response. They asked me to re-enter the request, and the next day they canceled it again. Currently, the casino has my money and won't process it. I've requested that the withdrawal be entered manually with the same information used to deposit, but they haven't given me a solution. So far, there have been five withdrawal attempts, and all have been canceled.

Utilizo esta plataforma desde hace más de 2 semanas, el día 15 de julio 2025 inicie mi primer proceso de retiro, dinero que no provenie de bonos ya que nunca los acepte.

El primer retiro fue cancelado, me comunique con soporte y me dijeron que era problema del operador, envié un correo y me respondieron lo mismo. Me pidieron de ingresar de nuevo la solicitud y el día siguiente lo volvieron a cancelar. Actualmente el casino tiene mi dinero y no efectúan el retrio, he solicitado que se ingrese el retiro de forma manual con los mismos datos que se utilizaron para depositar y no me dan solución. Actualmente han sido 5 intentos de retiro y todos han sido cancelados.

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

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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, my account is verified. The problem isn't the waiting, but rather the casino canceling my non-bonus withdrawals.

They say the operator is down, and they've asked me several times to try again, but they always cancel. On July 15, I emailed for help with a manual withdrawal, but they didn't respond. I contacted support, but they didn't offer a solution.

Right now, my money is in my casino account with no active withdrawal process, as every time I try, they cancel it. First, they say it's due to a system failure, then they say it's an operator issue, and then they keep asking me to keep trying.

Please help me

Hola, mi cuenta está verificada, el problema no se trata de la espera, si no de que el casino cancela mis retiradas que no provienen de bonos.

Dicen que falla el operador y me han pedido en varias ocasiones de intentarlo nuevamente pero siempre la cancelan. El día 15 de julio solicité por correo ayuda para un retiro manual y no contestan, me comunico a soporte y no me dan solucion.

Ahora mismo mi dinero se encuentra en la cuenta de casino sin un proceso activo de retiro ya que cada vez que lo intento me lo cancelan, primero dicen que es por falla en el sistema, luego dicen que es operador y continúan pidiéndome que siga intentando.

Por favor ayúdeme

I've emailed them my personal information and the specific account details for withdrawals—the same one used for deposits—manually asking them to make a manual withdrawal, and they haven't responded either. I have videos and screenshots of all the conversations I've had with support and the emails I've sent, to which I haven't received a response.

Les he enviado por correo muchas veces mis datos personales con los datos específicos de la cuenta para retiro la misma que se utilizo para depósitos, pidiéndoles por favor que hagan un retiro manual y no contestan tampoco. Tengo videos y pantallazos con todas las conversaciones que he tenido con soporte y los correos enviados a los cuales no he tenido respuesta

Dear player, 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?

Could you please share your communication with the casino regarding the canceled withdrawal? 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.

Thanks for responding.

My account is verified

I haven't had any withdrawals since the first day I tried to do it, they cancel it over and over again.

The money is currently in the casino account and not in a withdrawal process, as they cancel it.

I emailed them for help with this, and they told me there were several operator and system issues. After that, I asked them to make a manual withdrawal, and they stopped responding.

I sent him all the screenshots by email and I also have videos with the complete conversation where there is evidence of the casino, responses from the advisors

Gracias por responder.

Mi cuenta está verificada

No sé ha concretado ningún retiro desde el primer día que intenté hacerlo lo cancelan una y otra vez.

Actualmente el dinero está en la cuenta de casino y no en un retiro en proceso ya que ellos lo cancelan.

Solicité por correo que me ayudarán con esto y me dijeron que habían varios fallos del operador y del sistema, luego de esto les pedí que se hicieran un retiro manual y dejaron de contestarme.

Le envié todas las capturas por correo y tengo videos también con la conversación completa en donde queda evidencia del casino, respuestas de los asesores

Dear player, could you please let us know if the casino has provided any new updates since your last message?

Have they responded to your request for a manual withdrawal?

Were you able to submit a new withdrawal request, and if so, was it canceled again?

Dear player,

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,

Dominika

Casino.Guru