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On April 17, 2025 I made a withdrawal of 2105€ to my account.

Today, May 2, 2025, they still haven't paid. They won't even give me a payment date.

No dia 17 de Abril de 2025 fiz um levantamento de 2105€ para a minha conta.

Hoje dia 2 de Maio de 2025 ainda não pagaram. Nem me dão uma data de pagamento.

Dear Ruben8Fernandes,

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 made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronika

Have you ever made a successful withdrawal before?

• No! This is the first time I've tried to withdraw money from this casino!

Could you confirm that you have passed the KYC check?

• Yes, my verification is complete and verified!

Did you accumulate your winnings with or without an active bonus?

• No active bonus!

Sincerely,

Reuben

Olá Veronika

Você já fez alguma retirada bem-sucedida antes?

• Não! Esta é a primeira vez que tento levantar dinheiro deste casino!

Você poderia confirmar se passou na verificação KYC?

• Sim a minha verificação está completa e verificada!

Você acumulou seus ganhos com ou sem um bônus ativo?

• Sem bónus ativo!

Atenciosamente,

Rúben

Thank you for your response. Could you kindly specify what types of games you played? Were they slots, live casino games, or did you bet on sports?

Dear Ruben8Fernandes,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.