The player from Mexico had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had reviewed the situation and clarified that delays in processing withdrawals were common and might have been due to KYC verification or high volumes of requests. As the player had lost their balance and the case had been closed, no further action was being taken.
Igrač iz Meksika je na povlačenje čekao manje od dve nedelje. Nažalost, njihova isplata još nije primljena. Tim za žalbe je pregledao situaciju i razjasnio da su kašnjenja u obradi povlačenja bila uobičajena i da su možda nastala zbog verifikacije KIC-a ili velikog obima zahteva. Pošto je igrač izgubio ravnotežu i slučaj je zatvoren, nisu preduzete dalje radnje.
Problem je u tome što KIC verifikacija nije završena, pojavljuje se samo poruka koja kaže da "proces verifikacije traje nekoliko minuta" pored toga što vam nudi bonus bez prevrtanja koji prema njima možete povući nakon što napravite depozit. Napravio sam jedan za najmanje 10 USD i status depozita je ušao bez problema za manje od 5 minuta, ali je povlačenje poništeno.
The problem is that the KYC verification has not finished, only a message appears that says "the verification process takes a few minutes" in addition to offering you a bonus without rollover which according to them you can withdraw after making a deposit. I made one for the minimum of 10 USD and the deposit status entered without any problem in less than 5 minutes but the withdrawal was canceled.
El problema es que no ah terminado la verificacion kyc solo aparese un mensaje que dice "el proceso de verificacion dura unos minutos" ademas de que te ofrecen un bono sin rollover el cual segun ellos puedes retirar despues de hacer un deposito yo realice uno por el minimo de 10usd y el estado del deposito entro sin problema alguno en menos de 5min pero la retirada fue cancelada
Dear anhkiauit,
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
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.
Vidite, istina je da mi se ništa od ovoga nikada nije dogodilo. Veliki sam fan Guru Casino tima. Istina je da oni uvek imaju najpouzdanije bonuse bez ikakvih problema, osim ovog kazina. Pretpostavljam da je, kao i ja, mnogo više nas onih koji dozvoljavaju da budemo pod vašim uticajem i, dobro, ako je ova neprijatnost proizvod vašeg tima, mislim da će to uticati na vaš imidž. Za mene, ako mi ne vrate čak ni depozit, nema veze, ali ono što ne bih želeo je da ovi ljudi pune svoje novčanike na ovaj podli, apsurdni i uvredljivi način što će učiniti ako ih ne zaustavimo na vreme.
Look, the truth is, none of this has ever happened to me. I am a big fan of Guru Casino Team. The truth is that they always have the most reliable bonuses without any problem, except for this casino. I imagine that, like me, many more of us are those who allow ourselves to be influenced by you and, well, if this inconvenience is a product of your team, I think this will affect your image. For me, if they do not return even my deposit, it does not matter, but what I would not want is for these people to fill their wallets in this vile, absurd and abusive way that they will do if we do not stop them in time.
Miren la verdad numca me habia sucedido nada de esto soy un gran seguidor de guru casino team la verdad siempre tienen los bonos mas veridicos sin problema alguno a esepcion de este casino imagino que asi como yo muchos mas somos los que nos dejamos influenciar por ustedes y poes si este inconveniente es un producto de su equipo creo que esto afectara su imagen por mi si no devuelven aunque sea mi deposito no importa pero lo que no quisiera es que esta gente se llene las carteras de esta vil absurda y abusibamente forma que lo haran si no los frenamos a tiempo
Već su zatvorili slučaj. Odlučio sam da potrošim sredstva i posvetim se potapanju Guru kazina zbog saradnje sa prevarantima.
They've already closed the case. I decided to spend the funds and dedicate myself to sinking Guru Casino for collaborating with scammers.
Ya cierren el caso decidi gastar los fondos y con ello dedicarme a hundir a guru casino por colaborador de estafadores
Dragi anhkiauit,
Nažalost, nije odgovornost kazina da udovolji nestrpljenju igrača. Ni verifikacija ni povlačenje nisu trenutni procesi — možete pronaći hiljade sličnih slučajeva na našoj veb stranici u raznim kockarnicama.
Pošto je vaše stanje već izgubljeno, sada ćemo nastaviti sa zatvaranjem žalbe.
Srdačan pozdrav,
Nick
Dear anhkiauit,
Unfortunately, it is not the casino’s responsibility to accommodate a player's impatience. Neither verification nor withdrawals are instant processes—you can find thousands of similar cases on our website across various casinos.
As your balance has already been lost, we will now proceed with closing the complaint.
Best regards,
Nick
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