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I made withdrawals on July 11, 12, and 13, three times €500, and I've been waiting for them to be processed. It seems to me as if they're dragging out the processing so that the money is lost or canceled. I've contacted the chat every day, and they keep saying that there are a lot of withdrawals currently, and I'm still on hold. I've also contacted support, and I haven't heard anything. This isn't how you should treat customers.

Ich habe am 11.07 am 12.07 und am 13.07 Auszahlungen getätigt , 3 mal 500,- und warte seid daher auf die Bearbeitung der Auszahlung. Mir kommt es vor als ob man die Bearbeitung in die Länge zieht damit man das Geld verspielt beziehungsweise storniert. Ich habe jeden Tag den Chat angeschrieben und es heißt immer wieder das es zur Zeit viele Auszahlungen gibt und ich mich immer noch in der Warteschleife befinde. Das Support habe ich auch angeschrieben und es kommt garnichts mehr . So darf man doch nicht mit Kunden umgehen

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.

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, the problem still hasn't been resolved, and the payout is supposedly still in process. I'm asking you to take care of it, as the deadline has expired exactly two weeks ago.

Nein das Problem wurde immer noch nicht gelöst und bis jetzt ist die Auszahlung angeblich in bearbeitung . Ich bitte drum das sie sich darum kümmern , da die Frist genau 2 Wochen abgelaufen ist

So far, nothing has happened with the payout... They haven't even started processing it yet. I will never play at this online casino again.

Bis jetzt ist immer noch nichts passiert mit der Auszahlung … Wurde noch nicht mal angefangen zu bearbeiten. Ich werde nie wieder in diesem online Casino spielen.

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 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 them an email in response to their questions and screenshots. I should mention that the disputed amount is now only €1,000 instead of €1,500, as I canceled the third withdrawal and was tempted 😕. I'm asking for your help so that at least the two €500 withdrawals are successful.

Ich habe ihnen eine email geschickt auf ihre Fragen und Screenshots. Dabei muss ich erwähen das es nur noch um eine Streit- Summe von 1000 ,- Euro statt 1500 ,- da ich die 3 Auszahlung storniert habe und in Versuchung geraten bin 😕und bitte darum um mithilfe damit wenigsten die 2 mal 500 ,- Auszahlungen erfolgreich werden .

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