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I have made three withdrawals, one on the first day of €498, another on the second day of €248, and another on the third day of €290. They tell me that I have to wait three business days from the day after the request, but the account does not advance. I have been able to read that this casino has several problems with the same thing. I would like to know if you could help me please since in addition to this I made a deposit of €50 through Apple Pay that was canceled, however, it does appear in my bank account. I have claimed it several times through Chat but they constantly tell me that they are escalating it to the financial department. I have been claiming it since day one, this specific deposit is from the 28th. Can you help me please?

He hecho tres retiradas una el día uno de 498 € otra el día dos de 248 € y otra el día tres de 290 € me dicen que tengo que esperar tres días hábiles desde el día siguiente de la solicitud pero en la cuenta no avanza he poDido leer Que este casino tiene varios problemas con lo mismo. Me gustaría saber si me pudieran ayudar por favor ya que además de esto hice un depósito de 50 € por Apple Pay que fue cancelado pero sin embargo en mi cuenta del banco sí que aparece lo he reclamado varias veces por Chat pero constantemente me dicen que lo están escalando al departamento financiero lo llevo reclamando desde el día uno este depósito en concreto es del día 28 me podéis ayudar por favor

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 sergiomorenovf,

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.

Dear sergiomorenovf,

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