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I've been waiting for withdrawals since last Friday and none have been made. And they keep telling me to be patient.

Περιμένω αναλήψεις από την προηγούμενη παρασκευή και δεν έχει γίνει καμία. Και μου λένε όλο να κάνω υπομονή

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.

All they tell me is to be patient. Nothing has changed. It's been 11 days and no withdrawal has been made. They haven't asked for verification. But I have no problem sending whatever is needed.

Το μόνο που μου λένε είναι να κάνω υπομονή. Δεν έχει αλλάξει κάτι. Έχουν περασει 11 μέρες και δεν έχει γίνει καμία ανάληψη. Επαλήθευση δεν έχουν ζητήσει. Αλλά ότι χρειάζεται δεν έχω κανένα πρόβλημα να το στείλω

Nothing has changed. They haven't given me a single euro. I now have 1500 euros in active withdrawals and about 1400 in balance. This is unacceptable.

Δεν έχει αλλάξει τίποτα. Δεν μου έχουν δώσει ούτε ένα ευρώ. Πλέον έχω μέσα 1500 ευρώ σε αναλήψεις ενεργές και 1400 περίπου υπόλοιπο. Είναι απαράδεκτο αυτό

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.

No withdrawals have been made. I have 1500 euros in active withdrawals. I have no other balance. Only 1500 euros in withdrawals.

Καμία ανάληψη δεν έχει γίνει . Έχω μέσα 1500 ευρώ ενεργές αναλήψεις. Δεν έχω άλλο υπόλοιπο. Μόνο 1500 ευρώ σε αναλήψεις.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino to check if any verification is required?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], 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.

I sent you the email you requested with screenshots which were also from today.

Σας έστειλα το email που ζητήσατε με σκριν σοτ τα οποία ήταν και σημερινά

Also, yes, I have made withdrawals normally in the past via card.

The bonus I got was that if I deposit I would get 200%. I made a deposit of 50 euros. I had to wager the amount of 3400 if I remember correctly, I did it and then I won more money. It was all a withdrawal. Now I have 1500. I lost the rest from the long wait I have to get my winnings

Επίσης ναι έχω κάνει αναλήψεις κανονικά στο παρελθόν μέσο κάρτας.

Υο μπόνους που πήρα ήταν ότι καταθέσω να μου τα κάνουνε 200%. Έκανα κατάθεση 50 ευρώ. Έπρεπε να τζιραρω μετά το ποσό 3400 αν θυμάμαι καλά, το έκανα και μετά κέρδισα και άλλα χρήματα. Ήταν όλα αναληψημα. Πλέον έχω μέσα 1500. Τα υπόλοιπα τα έχασα από την μεγάλη αναμονή που έχω να πάρω τα κέρδη μου

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