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I submitted a withdrawal request on July 1st 2025 and have still not received it 23 days later. I've been in their live support 3 times since, they continue giving generic responses that it's with the finance department and coming "soon".

Interesting, since previous withdrawals were 2-3 days only. But now my balance has reached a high point, withdrawals are at a standstill.

There is no pending verification requested from me either.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of the withdrawal request and your most recent interaction with casino support as evidence? Send the information to my email at tomas@casino.guru or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thought I responded already but maybe it didn't go through.

1) I had not been requested any KYC verification at the time. It says in my account that it's not necessary at this time.

2) My winnings were NOT from a bonus

3) I've emailed my withdrawal request screenshot. I had not saved my interactions with chat.

Thanks for your reply and provided information.

• Has the casino processed your payout since your last post?

Please let me know.

No, they have not.

I finally received the withdrawal on Aug 9, 1 month and 8 days after the initial request.

Dear Rabble99,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru