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I tried to withdraw €500 for the first time on September 9th and it was cancelled. I tried again and it's still under review. When I contact support, they always send me the same messages. I asked them if they needed documents and the answer was always no. Help, please. Not being able to withdraw my money cost me €1,000.

ho cercato di prelevare 500€ la prima volta il 9 settembre e mi è stato annullato. L’ho rifatto ed è sempre sotto verifica, quando contatto l’assistenza mi spannano messaggi sempre uguali. Ho chiesto a loro se avevano bisogno di documenti e la risposta è stata sempre no. Aiuto per favore. Il non aver potuto prelevare mi è costato 1000€

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.

I made a withdrawal on September 15th and to date nothing has arrived. They tell me they are fixing it and it will arrive but I'm starting to worry, how should I resolve it?

ho effettuato un prelievo il 15 settembre e ad oggi nulla é arrivato mi dicono che stanno risolvendo ed arriverà ma io sto iniziando a preoccuparmi come dovrei risolvere?

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?

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

What is the total amount you are trying to withdraw?

How many withdrawals are currently pending? Please list the amounts and dates of each pending withdrawal.

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.

Yes I have already made a successful withdrawal of 500 euros after 14 days now 20 days have passed for another withdrawal of 500 euros but nothing is still pending currently there is only 1 withdrawal of 500 euros made on September 15th customer support says that the finance department is taking care of the payment as soon as possible

Sì ho già effettuato un prelievo di 500 euro andato a buon fine dopo 14 giorni ora sono passati 20 giorni per un altro prelievo da 500 euro ma nulla ancora attualmente in sospeso c’è solo 1 prelievo di 500 euro effettuato in data 15 settembre il supporto clienti dice che il dipartimento finanziato sta provvedendo il più presto possibile al pagamento

Dear player, have you received the 500 euros you requested on September 15th? How much have you received so far? How much more do you still plan to request for withdrawal?

Dear Sitran,

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