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First I had a withdrawal of 1000 euros which was not approved after 3 days. Customer service always said that withdrawals were very busy and players had to wait. Then I stopped and played again and then made another withdrawal which was under the limit, so 500 euros two days ago, and still nothing happened. I contacted support again and got the same answer that I had to wait longer. It would come yet but nothing happened. I didn't even transfer 150 euros. It's so annoying because I've always had small withdrawal requests before which were approved, which means I am fully verified, so there is no proven reason why this withdrawal was not approved.

Erst hatte ich eine Auszahlung von 1000 Euro die nicht genehmigt wurde in 3 Tagen Kundenservice sagte immer nur hohe Auslastung bei der Auszahlung alles Spieler müssen warten . Dann brach ich ab und spielte nochmals und mache dann wieder eine Auszahlung die unter dem Limit liegt also 500 Euro vor zwei Tagen und immer tut sich nichts wieder Anfrage bei Support wieder die gleiche Antwort ich müsse länger warten . Es würde noch kommen nichts passiert. Nicht mal 150 Euro werfen überwiesen. Es ist so ärgerlich da ich davor immer kleine Auszahlunganfrage hatte die Genehmigt wurden das heißt ich bin vollständig verifiziert also gibt es Nachweislich keine Gründe warum diese auszahlung nicht genehmigt wird .

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 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 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.

Hello, the problem was solved a few days later and the payment was fully credited to my account

Hallo das Problem war dann weniger Tage danach behoben und die Auszahlung vollständig auf meinen Konto

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru