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Good morning

I requested a withdrawal on 9/9/25, and it hasn't been verified yet. They give me the runaround every day; sometimes they tell me it will be completed throughout the day, and other times they tell me there's a lot of withdrawal volume. I'm starting to get a bad feeling. I think they're trying to scam me.

Buenos días

He solicitado un retiro el día 9/9/25 y no ha pasado la verificación aún. Me dan largas todos los días, unas veces me dicen que a lo largo del día será completado y otras que hay mucho volumen de retiradas. A mí ya me empieza a dar mala espina. Me parece que me quieren estafar.

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.

After 13 days, they haven't paid me or processed the payment. They keep giving me the same excuses. I find it deplorable that they haven't processed a payment in two weeks.

Después de 13 días no me han pagado ni han procesado el pago, siguen dandome las mimas excusas. Ya me parece lamentable que en dos semanas no den procesado un pago

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, everything's the same. They keep putting me off with the withdrawal. I already smell a scam. They always come up with the same excuse. I'm fed up with them.

No, todo sigue igual. Siguen dandome largas con el retiro. Ya me huele a estafa. Siempre ponen la misma excusa. Ya estoy harto de ellos.

Every day they tell me they'll expedite it, that they'll put it on an emergency basis, and then they end up with the same excuse. The same thing every day. I'm fed up with the same old thing. They're disgraceful.

Todos los días me dicen que lo van agilizar, que lo ponen en urgencia, y después acaban diciendo la misma excusa. Todos los días lo mismo. Ya estoy harto de lo mismo siempre. Son unos impresentables.

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?

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

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

Could you please share your communication with the casino regarding the withdrawal? 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.

Good morning

Have you made any successful withdrawals before? Yes

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

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

Buenos días

¿Has realizado algún retiro exitoso anteriormente? Si

¿Podrías confirmar que has pasado la verificación KYC? Si

¿Acumulaste tus ganancias con o sin bono activo? Sin bono activo

They tell me there's no problem with my account, and then they say they're verifying my account. It's the same every day. They always give me the same answers. They seem like bots that repeat the same thing over and over again. I'm fed up. It's been 15 days and nothing has been processed.

Me dicen que no hay problema con mi cuenta y después dicen que están verificando mi cuenta, todos los días lo mismo, siempre me contestan lo mismo, ya parecen bots que dicen lo mismo seguido. Ya estoy harto. Van 15 días y no dan procesado nada

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