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On Monday 08/09/25 I requested a withdrawal for an amount exceeding 1000 euros. I had already verified the account. They told me it would take 2 or 3 days maximum for the money to reach my bank account. Since Thursday the 11th (which is when the deadline was) I have been in contact with them every day begging for the money (I really need it). They only reply with automated emails and give me long delays. I am desperate because I need the money and I don't know what to do. At the moment, they are just making fun of me.

El lunes 08.09.25 solicite una retirada de una cantidad q supera los 1000 euros. Ya había verificado la cuenta.me comunicaron q tardarían 2 o 3 días máximos en llegar el dinero a mi cuenta bancaria.desde el jueves 11 (q es cuando cumplía el plazo ) me comunico todos los días con ellos rogando el dinero(lo necesito realmente).solo me contestan con emails automáticos y dando largos.estoy desesperado porq necesito el dinero y no se que hacer.de momento, me están tomando el pelo

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.

Well, when I made the withdrawal, they told me it would take 2 or 3 days to reach my account. It's been 10. I was counting on that money. I need it now. You have no idea how much damage this is causing me. And I've explained it 200 times, and they only send automated messages.

Bueno,cuando realice el retiro me dijeron q tardaría 2 o 3 días en llegar a mi cuenta.han pasado 10.contaba con ese dinero.necesito el dinero ya. No sabes el perjuicio q m esta ocasionando. Y se lo he explicado 200 veces y solo mandan mensajes automaticos

Dear Spanoulis,

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 Spanoulis,

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