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I am writing to formally express my dissatisfaction regarding a withdrawal request of €800 that has been pending since May 12 (despite the fact that I have completed the KYC).

Despite the significant amount of time that has passed, I still have not received a clear explanation regarding the status of my withdrawal or any concrete timeframe for when I can expect my winnings to be processed and paid. This delay is both frustrating and unacceptable.

Additionally, I am disappointed with the level of assistance provided by customer service so far. Instead of helping accelerate the resolution of this issue or providing transparent communication, I continue to receive unclear or insufficient responses, leaving me without any real update on the progress of my withdrawal.

As a customer, I expect a fair, transparent, and timely handling of withdrawal requests, especially when dealing with legitimate winnings. I kindly request an immediate clarification regarding the status of my €800 withdrawal and a prompt resolution of this matter.

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.

Dear Bristojohn,

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

Update: the 800€ were actually 2 separate requests of withdrawal (500€+300€). Both of them were opened at 12/5/2026 the same time as I described before. The first one of 500€ has been completed. The other one of the 300€ still no.

Dear Bristojohn,

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.

the €800 was actually 2 separate withdrawal requests (€500+€300). Both were opened on 12/5/2026 at the same time as I described earlier. The first one of €500 has been completed. The other one of €300 is still pending as of today. My withdrawal has not been resolved.

τα 800€ ήταν στην πραγματικότητα 2 ξεχωριστά αιτήματα ανάληψης (500€+300€). Και τα δύο ανοίχτηκαν στις 12/5/2026 την ίδια ώρα που περιέγραψα προηγουμένως. Το πρώτο των 500€ έχει ολοκληρωθεί. Το άλλο των 300€ εξακολουθεί να μην έχει διεκπεραιωθεί ακόμα και σήμερα. Δεν έχει επιλυθει η ανάληψη μου.

Dear Bristojohn, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Have you ever made successful withdrawals in the past? Yes I had 3 opened withdrawals (500+500+300). The first two have been completed and I am waiting for the last one of the 300€.

Can you confirm that you have passed the KYC verification? Yes I have.

Did you collect your winnings with or without an active bonus? Without bonuses.

Did you play casino games or bet on sports? Online slots at casino.

Could you please share your communication with the casino regarding the delayed withdrawal? Please send emails or chat transcripts to my email at karla.m@casino.guru or post screenshots here.

I don't have any print screens cause anytime the customer service told me the same thing. That the financial department it's a separate one and cannot send any notice to them. My withdrawal will be completed soon.

Έχετε κάνει ποτέ επιτυχημένες αναλήψεις στο παρελθόν; Yes I had 3 opened withdrawals (500+500+300). The first two have been completed and I am waiting for the last one of the 300€.

Μπορείτε να επιβεβαιώσετε ότι έχετε περάσει την επαλήθευση KYC; Yes I have.

Συγκεντρώσατε τα κέρδη σας με ή χωρίς ενεργό μπόνους; Without bonuses.

Έπαιζες παιχνίδια καζίνο ή στοιχημάτισες σε αθλήματα; Online slots at casino.

Θα μπορούσατε παρακαλώ να μοιραστείτε την επικοινωνία σας με το καζίνο σχετικά με την καθυστερημένη ανάληψη; Στείλτε email ή απομαγνητοφωνήσεις συνομιλίας στο email μου στη διεύθυνση karla.m@casino.guru ή δημοσιεύστε στιγμιότυπα οθόνης εδώ.

I don’t have any print screens cause anytime the customer service told me the same thing. That the financial department it’s a separate one and cannot send any notice to them. My withdrawal will be completed soon.

After nearly one month I received my money with no help from you.

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

Dear Bristojohn,

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,

Karla