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I've been waiting for a withdrawal for over 15 days, and no one has given me a solution. They tell me it'll take 7 to 21 days, and they'll continue to verify it, and a thousand other things, but they haven't paid me the money. I've made other withdrawals before and there were no problems, but the amount is significant, and no one has given me a solution. No one has answered me, and no matter how many emails I've sent, I've received a response. How can I report this in any way?

Llevo más de 15 días esperando un retiro y nadie te da solución, te dicen que entre 7 y 21 dias que siguen verificando y mil cosas más, pero el dinero no te lo pagan. Ya realicé más retiros otras veces y no hubo problema pero la cantidad de este es importante y nadie da solución, y por muchos correos que mandó nadie me contesta. Como puedo denunciar esto de alguna manera?

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

It's been more than 14 days now

Ya han pasado más de 14 días

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.

Nothing, I still haven't received my money and no one contacts me no matter how many emails I send, there's no way they'll answer anything.

Nada sigo sin recibir mi dinero y nadie se pone en contacto conmigo por más correos que envío , no hay manera de que contesten a nada

Dear player,

I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to [email protected]?

Thank you in advance for your cooperation and reply.

I already sent it to the email you told me.

Thank you and I hope you can help me in some way.

Ya te lo envié al correo que me dijiste

gracias y espero que podáis ayudarme de alguna manera

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

Dear player,

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,

Dominika