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I have tried several times to withdraw but it is both denied and approved but no money comes. This caused me to lose everything and then play my free game of 1250kr with a turnover requirement of 1x and minimum odds of 1.8. I have converted these into almost 6000kr and I want to get my money out, which is not happening.

I contact support who are very vague and say they will check and get back to me but don't and when you ask for a time frame you get no answer. This is beyond criticism. I have also asked if they need anything for KYC but got no answer there either.

I understand that they need to do a manual verification when withdrawing for the first time, but if I'm denied, how can there not be a reason?

Har försökt flera gånger att få uttag men den både nekas och godkänns men inga pengar kommer. Detta föranledde att jag förlorade allt för att sen spela mitt gratisspel på 1250kr med omsättningskrav på 1x och minimumodds 1.8. Dessa har jag omvandlat till nästan 6000kr och jag vill få ut mina pengar, vilket vill sig inte.

Jag kontaktar support som är väldigt vaga och säger att de ska kolla upp och återkomma men gör inte det och när man frågar om en tidsram får man inget svar. Detta är under all kritik. Jag har även frågat om de behöver nåt för KYC men fick inget svar där heller.

jag förstår att de behöver göra en manuell verifikation i samband med uttag första gången, men om jag nekas, hur kan man inte ha en anledning?

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.

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