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🚨 WITHDRAWAL | CUSTOMER HANDLING

I am publishing this as a HARD COMPLAINT to document my experience and alert potential customers to examine the withdrawal process, not only depositing/betting.

My main concern is Ticket 21539154.

This is not simply a delayed withdrawal. My concern is the repeated missed timeframes, extra waiting periods, payment queries, re-escalation, changing explanations, and continued non-payment of funds I was told had been approved.

I have retained screenshots and correspondence supporting these events.

🔴 WITHDRAWAL TIMELINE

1. Initial timeframe — NO MONEY

I waited through the initially stated withdrawal timeframe. The funds did not arrive.

2. Support contacted — ANOTHER 24 HOURS

After the timeframe expired, I contacted support and was instructed to wait another 24 hours. I did so. Still no money.

3. Ticket 21539154

I was directed to the payment-query process, resulting in Ticket 21539154. It became another stage of waiting.

4. Query reviewed — withdrawal "APPROVED"

The query was reviewed, and I was told my withdrawal was officially approved and passed to the payment system/operator.

APPROVED — BUT STILL NOT RECEIVED.

5. 01.09.2026 passed — STILL NOTHING

The timeframe passed, yet the funds were still not credited.

6. 02.09.2026 — RE-ESCALATED/REPROCESSED

I was told that because the crediting timeframe had been exceeded, the request had been passed to payment specialists under Ticket 21539154.

I was given a new estimated processing date: 03.09.2026.

After approval and expiry of the previous timeframe, I was given yet another period to wait.

🔴 THE ISSUE IS THE REPEATED PATTERN:

WAIT → NO PAYMENT → CONTACT SUPPORT → WAIT 24H → NO PAYMENT → CREATE QUERY → WAIT FOR REVIEW → "APPROVED" → NO PAYMENT → DEADLINE PASSES → RE-ESCALATION → NEW DATE → WAIT AGAIN

A query is not a payment.

An approval is not a payment.

A referral to a payment operator is not a payment.

Payment is complete when the customer receives the funds.

🔴 ABOUT CUSTOMER SUPPORT

My support experience has added to the frustration.

I have dealt with multiple operators, repeatedly explaining the same situation, and received differing explanations about the status and next steps.

I was told to wait 15–20 minutes, yet substantially more time passed amid lengthy or repetitive responses. I have experienced chats being closed without my question being answered or a meaningful opportunity to respond.

These are my observations and are documented in my records.

🔴 WARNINGS AND CHAT RESTRICTIONS

When I continued asking where my money was and why the deadlines appeared to keep changing, I encountered warnings and restrictions affecting my support chats.

I cannot state why these restrictions were applied. However, as a customer, it is extremely concerning to wait for funds, receive changing information, and then encounter restrictions when requesting clarification.

Customers should be able to ask "WHERE IS MY MONEY?" and receive a clear, substantive answer.

⚠️ WHY I CONSIDER THIS SERIOUS

I cannot see the company's internal systems and will not claim to know the intentions of the company, its employees, or payment providers.

What I can state is what happened:

❌ Initial timeframe expired — NO MONEY

❌ Additional 24 hours — NO MONEY

❌ Ticket 21539154 — NO MONEY

❌ Query reviewed — NO MONEY

❌ Withdrawal supposedly APPROVED — NO MONEY

❌ 01.09.2026 passed — NO MONEY

❌ Re-escalated/reprocessed — NO MONEY

❌ New estimated date: 03.09.2026

❌ STILL WAITING

Based on this experience, I consider the repeated delays, changing timeframes and support restrictions highly concerning. In my opinion, this raises legitimate questions about the reliability and transparency of the withdrawal process.

I am not claiming to have proven fraud, a scam, or unlawful conduct. I am reporting my experience and why it concerns me.

🚨 POTENTIAL CUSTOMERS: LOOK BEYOND THE DEPOSIT

Before using this service, I strongly recommend investigating its withdrawal process:

- What is the stated withdrawal timeframe?

- What happens when it expires?

- Can another waiting period be imposed?

- What happens when a payment query is opened?

- What does "approved" actually mean?

- Can a new deadline be issued after approval?

- What happens when customers repeatedly request an explanation?

- Can support access or chats be restricted?

Because "withdrawal approved" is not the same as receiving your money.

📌 CURRENT STATUS — 02.09.2026

WITHDRAWAL: Supposedly approved

TICKET: 21539154

NEW ESTIMATED DATE: 03.09.2026

MONEY RECEIVED: NO

I have preserved the relevant screenshots and correspondence.

If the funds are received, I will update this complaint.

Until then, after multiple waiting periods, queries, approvals, escalations and revised deadlines, the question remains:

WHERE IS MY MONEY?

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 Zedd,

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 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

Dear Zedd,

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 Zedd,

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.