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Delays with withdrawal requests. Chatti tells the same story over and over again that the payment department is busy and requests are being processed as quickly as possible. Withdrawals are limited to 500 euros per day, but they haven't had time to approve a single one in a week.

Viivyttelee nostopyyntöjen kanssa. Chatti kertoo kerta toisensa perään saman tarinan, että maksuosastolla on ruuhkaa ja pyynnöt käsitellään mahdollisimman nopeasti. Nostot rajattu 500 euroon päivässä, mutta viikossa eivät ole ehtineet hyväksyä vielä ainuttakaan.

Dear mikomikael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your reply. Could you please confirm that you have passed the KYC verification? Did you accumulate your winnings with or without an active bonus?

What is the current status of your withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Hello,

I can confirm that I did KYC. I collected my winnings with an active bonus. I sent a screenshot to my email.

Hei,

Voin vahvistaa tehneeni KYC:n. Keräsin voittoni aktiivisella bonuksella. Lähetin kuvakaappauksen sähköpostiin.

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear mikomikael,

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.

Hello,

I sent messages to that email.

Yt, Miko

Hei,

Lähetin viestejä kyseiseen sähköpostiin.

Yt, Miko

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear mikomikael,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite TheSlotz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear CasinoGuru Team and mikomikael,

Thank you for allowing us further opportunity to clarify the situation with the player's request.

We would like to assure you that all of our actions strictly follow our Terms and Conditions, which the player accepted upon account registration. As outlined in Clause 9.4.1 of our Terms & Conditions:

 "Depending on your VIP level, the maximum withdrawal limits are determined as follows: per transaction – up to €2,000; per day – up to €2,000; per week – up to €5,000; per month – up to €10,000 (or currency equivalent)."It is important to note that these figures represent maximum thresholds, with actual withdrawal limits determined by the player’s current VIP level. Generally, higher VIP levels are rewarded with higher withdrawal limits as part of our loyalty program.

We fully understand the player’s wish to access their winnings as quickly as possible, and we would like to assure both the player and CasinoGuru that all withdrawals are processed promptly within the applicable limits.

In addition, we would like to inform you that the player’s account is currently undergoing a detailed gameplay review as part of our standard compliance and fairness procedures. This routine process is intended to ensure that all gameplay complies with our Terms and Conditions, including bonus-related rules, and is the reason for the current delay in processing the withdrawal.

Should you require any additional details or documentation regarding this matter, we will be happy to provide them.

Kind regards,

TheSlotz Casino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru Team and mikomikael,

Thank you for allowing us further opportunity to clarify the situation with the player's request.

We would like to assure you that all of our actions strictly follow our Terms and Conditions, which the player accepted upon account registration. As outlined in Clause 9.4.1 of our Terms & Conditions:

 "Depending on your VIP level, the maximum withdrawal limits are determined as follows: per transaction – up to €2,000; per day – up to €2,000; per week – up to €5,000; per month – up to €10,000 (or currency equivalent)."It is important to note that these figures represent maximum thresholds, with actual withdrawal limits determined by the player’s current VIP level. Generally, higher VIP levels are rewarded with higher withdrawal limits as part of our loyalty program.

We fully understand the player’s wish to access their winnings as quickly as possible, and we would like to assure both the player and CasinoGuru that all withdrawals are processed promptly within the applicable limits.

In addition, we would like to inform you that the player’s account is currently undergoing a detailed gameplay review as part of our standard compliance and fairness procedures. This routine process is intended to ensure that all gameplay complies with our Terms and Conditions, including bonus-related rules, and is the reason for the current delay in processing the withdrawal.

Should you require any additional details or documentation regarding this matter, we will be happy to provide them.

Kind regards,

TheSlotz Casino Team

Dear TheSlotz Casino representative,

thank you for the update and please provide us with a further infomation of the player´s gameplay review.

Dear CasinoGuru and mikomikael,

We appreciate the opportunity to respond to the player’s concerns.

We would like to assure you that the withdrawals initiated by the player are being processed as per our Terms and Conditions.

Additionally, all withdrawal requests undergo a standard review by our Risk and KYC teams before being released. We assure you that the funds are safe and the payout will be finalized normally.

Best regards,

TheSlotz Team

Dear mikomikael,

please keep us updated when you receive your funds.

Dear mikomikael,

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,
Jana
Casino.Guru