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I'm always late with payments even though they say they usually send the money within 24 hours. I've been waiting over 3 days for the €500 to withdraw the other €2,000, but nothing has arrived yet.

Sono sempre in ritardo con i pagamenti quando dicono che normalmente in 24 ore inviano il denaro. Sto aspettando da più di 3 giorni la somma di 500€ per poter prelevare gli altri 2000€ ma ad oggi non é arrivato ancora nulla

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Dear Emanuele2525,

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

Dear Emanuele2525,

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.

Good evening, I still have to receive €3,000, the amount has increased

Buonasera, devo ancora ricevere 3.000€, la somma é aumentata

DearEmanuele2525, 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

I have already made withdrawals in the past, and I have already passed the KYC verification.

Now I'm waiting for the last €142 but they are late and have violated the deadlines, telling me that the financial department is carrying out checks, I don't know what type, it seems like just a ploy to avoid paying

Ho già effettuato prelievi in passato, e ho già superato la verifica KYC.

adesso sono in attesa degli ultimi 142€ ma sono in ritarti e hanno violato i termini previsti, dicendomi che il reparto finanziario sta facendo dei controlli, non si sa di che tipo, sembra solo un escamotage per non pagare

Dear Emanuele2525,

Thank you for your update.

To better understand the current situation, I kindly ask you to provide a screenshot of your casino account showing all pending withdrawals, including the amounts and request dates. This will help us verify the exact status of the remaining €142.

Additionally, there are still a few questions from my previous message that you haven’t answered yet:

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or place sports bets?
• Could you please share your recent communication with the casino regarding the financial department checks?

If possible, please upload the screenshots directly here in the thread, or send them to my email at karla.m@casino.guru.

Once we have this information, we’ll be in a much better position to proceed and assist you further.

Thank you very much in advance for your cooperation.

Karla

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

Dear Emanuele2525,

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