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On the page it tells you that the time they process a withdrawal is 24-48 hours, I’ve been in contact with them and they have said that’s the time it take to accept the process, it’s currently been 13 days and it still says awaiting, I was told it would take up to a week for me to get my withdrawal and when I message them they keep telling me it will be longer each time, I verified my account straight away when I opened it and also have never played with any bonus money or anything

Dear Sintintin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 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. Have you ever made a successful withdrawal before?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

this was my first time withdrawing from the casino, I’ve never had to wait so long to get my winnings from anywhere else, they keep telling me my request has not yet been looked at, even tho i was told the first time it would only take a week

Thank you very much Sintintin for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Sintintin,

I looked at your complaint and will do my best to help you. I would like to invite Casinowin.bet into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Sintintin,

It`s a pleasure to meet you but sorry to hear it take so long to receive your winnings.

I sincerely apologize for that, however, where people are working, mistakes can be made, and unfortunately this happened with your withdraw.

I personally took care of the withdraw and it`s approved on our side.

For now, I can`t give you a final date the money will be in your account, but we do our best to make it as fast as possible.

Please accept our apologies, and when you received the money we hope to welcome you again in our casino.

CasinoWin,

Support team

Dear Sintintin,

let me know when you'll receive your winnings, please.

it did change to being accepted a few days ago and either yesterday or today it changed to complete but still no money so I’ve spoke to them on live chat saying it’s completed they replied saying it would be a couple business days, and got quite rude when I asked how many days that is, they would not say and just kept telling me to be patient, so we will see if I get my money. I’ll keep you updated

Update! I’ve got my money, thank you guys so much for helping!

Dear Sintintin,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru