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It's been more than 6 days since I made the withdrawal, but they always tell me that we're sorry, we're doing everything possible to process your withdrawal. When they promise to approve your withdrawal in 3 days, Avilés

Ya tiene más de 6 días que realice el retiro pero siempre me salen con la misma de que lo sentimos estamos haciendo todo lo posible para que su retiro sea procesado cuando ellos te prometen aprobar te el retiro en 3 días Avilés

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

No, I haven't received my withdrawal and it's been more than 2 weeks since I made the withdrawal and they always give me the same response: they're sorry for the delay, but they just don't do anything.

No no eh recibido mi retiro y ya pasaron más de 2 semanas que hice el retiro y siempre me salen con la misma respuesta que lamentan el retraso pero nomás no hacen nada

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 specify the bonus you used?

Could you please share your communication with the casino regarding the 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.

No, I haven't made any successful withdrawals. This is the first withdrawal I've made.

I haven't passed the verification, they haven't asked me for it, the casino won't let me do it.

I used a 10 spins bonus that was given to me without a deposit.

I'm sending you screenshots.

No no eh realizado ningún retiro exitoso este es el primer retiró que hago

No eh pasado la verificación no me la han pedido no me deja hacerla el casino

Utilice un bono de 10 giros que me regalaron sin depósito

Le envio capturas

Dear player, could you please confirm whether you have received your withdrawal?

Just to clarify, is your withdrawal amount within both the casino’s withdrawal limits (daily, weekly, or monthly) and the conditions tied to the no-deposit bonus you used?

No, I have not received my withdrawal.

My withdrawal amount is within the casino limits

These were 10 free spins with a 40x rate valid for 48 hours.

No no eh recibido mi retiro

Mi monto de retiro está dentro de los límites del casino

eran estás correspondia a 10 giros gratis con cuota de 40x valido por 48 horas

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Very well thank you

Muy bien gracias

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

Dear Kri2000,

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,

Martina